Bilingual Operation Specialist

2 months ago

Montréal, Canada Royal Bank of Canada Full time

**Come Work with Us**

At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.

Whether you’re helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.

**Job Title**

Bilingual Operation Specialist / Specialiste des Operations
- Bilingue
- BBTS

**En quoi consiste l’emploi ?**

Le groupe des services à l’entreprise de RBC (BLOG) cherche à combler un poste d'agent aux services à la clientèle pour son groupe téléphonique qui est le premier point de contact pour nos clients internes, y compris les succursales, Centres d'affaires, Banque Privée, CAG et le Centre de Conseils RBC. Cette équipe est responsable pour le support des politiques, procédures, produits et systemes de navigation des Services aux Entreprises. L’agent devra aussi d’assurer une résolution de problème au premier point de contact.

Le Candidat retenu peut se voir attribuer un niveau supérieur GG09 en fonction de sa capacité à rencontrer toutes les responsabilités du mandat et être en mesure de gérer avec succès des appels simples et complexes.

**Que vas-tu faire?**
- Démontre à travers une bonne écoute et un questionnement adéquat, un engagement à la résolution au premier point de contact en prenant l'initiative du problème
- Démontre une gestion efficace de son travail en atteignant les statistiques requises
- Offrir des services de qualité uniforme, en respectant les normes établies servant au respect des engagements en service clientèle (ESC) de l'entreprise.
- Assumer la responsabilité de la résolution des problèmes au premier points de contact. Démontrer sa capacité de régler les problèmes des clients.

**Atouts**
- Confortable à travailler dans un environnement de centre d'appels

**Compétences essentielles**
- Bilinguisme (français et anglais) requis, car vous ferez régulièrement affaire avec des partenaires partout au Canada.
- Candidat(e) doit être disponible à travailler de 8h00 -20h00 du lundi au vendredi

**Qu’y gagnerez-vous ?**

Nous donnons notre pleine mesure, pensons autrement pour poursuivre notre croissance et collaborons afin d’offrir des conseils fiables qui contribueront à la réussite des clients et à la prospérité des collectivités. Nous nous soucions du bien-être de chacun et chacune et aspirons à réaliser notre plein potentiel, à favoriser l’essor des collectivités et à contribuer à la réussite de tous et toutes.
- Programme de rémunération globale comprenant une rémunération concurrentielle, des primes et des avantages sociaux à la carte
- Perfectionnement par la formation et l’accompagnement favorisant une carrière à long terme
- Travail vous permettant d’apporter une contribution importante et d’avoir une influence durable sur les clients de RBC
- _________________________

English

**What is the opportunity?**

RBC’s Business Service Centre (BSC) is looking to fill the position of Customer Service Agent, in the Business Banking Telephone support group (BBTS) who will play a key role in providing assistance with simple day to day business banking transactions to the more complex and non-standard matter related to Policies, Procedures and Products.

You will be responsible for providing superior customer service and resolution at first point of contact to support our internal clients: Branches, Business Centers, Advice Center, CAG, Private Banking. Our mandate is to deliver consistent, accurate and timely information at the first point of contact and enable a superior client experience.

**What will you do?**
- Demonstrate commitment to First Call Resolution by taking ownership & accountability of caller problems at first point of contact.
- Through effective listening and probing, identify the caller needs and provide advice & appropriate solutions.
- Ensuring escalation process is followed.
- Demonstrate effective call handling by achieving department goal Talk Time, and provide consistent service within established benchmarks contributing to achievement of business Client Service Commitments (CSC’s).
- Take ownership to resolve complex issues and concerns at the first point of contact.

**Nice-to-have**:

- Call Centre experience

**Must-have**:

- Bilingual (French/English) required as you will regularly do business with partners across Canada
- Available to work various shifts within the hours of 8h00 to 20h00 Monday to Friday.

**What’s in it for you?**

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted information to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a differenc

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