Bilingual Customer Service Representative, Rbc

2 weeks 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 Customer Service Representative, RBC Direct Investing I Représentant(e) service à la clientèle bilingue, RBC Placements en direct
- La version en anglais suivra/English version will follow_
- Français_

**Faites carrière avec nous **

Axée sur le soutien, la culture de RBC est riche en opportunités et en récompenses. Mû par un esprit de coopération, vous contribuerez à la réussite des clients et à la prospérité des collectivités.

Que vous aidiez nos clients à dénicher de nouvelles occasions, conceviez de nouvelles technologies ou apportez des conseils d’expert aux partenaires internes, vous accomplirez un travail utile dans un environnement axé sur le travail d’équipe, le service, la responsabilité, la diversité et l’intégrité.

**En quoi consiste le rôle ?**

Si vous êtes orienté sur la clientèle et que vous êtes en mesure de trouver des solutions axées sur le client, ce rôle vous donne une bonne occasion de vous perfectionner au sein de l’équipe de Centre de Contact RBC Placements en Direct. À titre de représentant service à la clientèle, vous offrez aux clients un service utile, mobilisateur, professionnel, efficace et informé au téléphone ou au moyen de communications électroniques. Vous faites preuve de diligence, vous avez le souci du détail et vous maximisez la productivité (tant individuelle que de l’équipe). Votre capacité à résoudre efficacement les problèmes, votre service clientèle exceptionnel et vos connaissances solides en valeurs mobilières sont essentiels pour réussir dans ce rôle. Il en va de même pour votre capacité à exceller dans un environnement effervescent. Il s'agit d'un poste à temps plein, axé sur les quarts de travail, avec la possibilité de travailler à domicile et/ou au centre de contact.

**Quelles seront vos tâches ?**
- Repérer de façon proactive des occasions de répondre aux besoins des clients grâce à vos techniques de communication et de sondage efficaces, afin de les aider à faire leurs choix parmi les produits et services offerts par RBC Placements en Direct.
- Offrir en tout temps une image professionnelle de RBC et de RBC Placements en Direct Inc.
- Faire activement la promotion de la capacité et des fonctions du site Web de RBC Placements en Direct ainsi que des options mobiles, et aider les clients à connaître les outils libre-service.
- Offrir aux clients des services utiles, mobilisateurs, informés, précis, attentifs et professionnels, notamment en exécutant, de façon rapide et courtoise, les directives du client qui ne nécessitent pas de licence en valeurs mobilières par téléphone ou par des moyens électroniques dans le cadre des politiques, procédures et lignes directrices de RBC Placements en direct Inc. et tout en respectant les exigences réglementaires.
- Comprendre et appliquer la réglementation du secteur (p. ex., OCRCVM, règlements provinciaux, etc.) ainsi que les politiques et procédures de RBC et de RBC Placements en Direct Inc. dans le cadre de toutes les activités.
- Suivre exactement les directives des clients, dans les limites de vos pouvoirs.
- Vous collaborerez avec d'autres partenaires de RBC (par exemple, succursale) pour soutenir / aider à l'ouverture de comptes tout en offrant une expérience exceptionnelle aux clients et aux employés de RBC.

**De quoi avez-vous besoin pour réussir ?**

**Exigences**
- Diplôme universitaire ou collégial ou au moins un an d’expérience pertinente en affaires dans un rôle de service à la clientèle; désir d’aider les clients en répondant à leurs besoins
- Passion pour les marchés financiers, intérêt pour la finance/l’économie et volonté d’obtenir une accréditation bancaire.
- Bilingue Français et Anglais (oral et écrit) - la maîtrise de l’anglais est requise afin de servir nos clients dans les communautés anglophones
- Excellentes compétences en matière d'analyse, d'organisation et de gestion du temps, ainsi que le souci du détail.
- Capacité de tirer parti des outils et des ressources, de travailler en équipe et résoudre les problèmes; aptitudes supérieures pour la navigation sur Internet et l’utilisation d’un ordinateur et solide habilité à mener plusieurs tâches de front
- Capable de travailler dans un environnement évoluant et de répondre à un volume élevé d'appels; aptitudes exceptionnelles en matière de service à la clientèle, courtoisie et professionnalisme au télép

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