Client Support Specialist

3 weeks ago

Burlington, 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**

Client Support Specialist

**What is the opportunity?**

**What will you do?**
- Incumbent will be responsible for delivering an exceptional client experience by identifying the root cause of problems presented, and by educating the client and taking necessary reasonable steps to mitigate similar issues from arising again.
- Escalates client concerns as appropriate to various partners such as Banking, IT, Product, and Compliance teams within PayEdge as well as external partner, i.e. Convera/WUBS, in a timely manner while keeping clients informed of next steps.
- All responsibilities will be carried out in accordance with the RBC Code of Conduct, RBC Values and Our Leadership Model and ensuring adherence to Privacy principles.
- Incumbent will ensure our Key Performance Indicators are met by complying with Hold times, After Call Work, adherence to schedule, well as other SLAs as established by the business
- Adhere to Escalations protocols when required to minimize/avoid negative client impact/experience
- Annual completion of all e-learning activity by the required date identified on RBC Campus.
- Participate in creating/maintaining a positive team environment where team members give each other support, promote good morale and co-operation. Responsible for ongoing personal development and information sharing.

**What do you need to succeed?**

**Must have**:

- 1- 2 years of customer service experience (preferably in the financial industry)
- Excellent communication skill
- Sound knowledge of MS Office, ability to navigate through several programs simultaneously

**Nice-to-have**:

- Some high level knowledge of Accounting Softwares (QBO, Xero, Sage) preferred

**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 advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
- A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
- Leaders who support your development through coaching and managing opportunities
- Ability to make a difference and lasting impact
- Work in a dynamic, collaborative, progressive, and high-performing team
- Opportunities to do challenging work
- Opportunities to take on progressively greater accountabilities
- Opportunities to building close relationships with clients

**Job Summary**

**Address**:
BURLINGTON, Ontario, Canada

**City**:
CAN-ON-BURLINGTON

**Country**:
Canada

**Work hours/week**:
37.5

**Employment Type**:
Full time

**Platform**:
Technology and Operations

**Job Type**:
Contract (Fixed Term)

**Pay Type**:
Salaried

**Posted Date**:
2023-03-29

**Application Deadline**:
2023-04-12

**I**nclusion** and Equal Opportunity Employment**

At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.

**Join our Talent Community**

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