Client Care Specialist

1 month ago

Winnipeg, Manitoba, Canada Royal Bank of Canada Full time
Job Description

What will you do?

  • Take ownership of client problems at first point of contact, applying the principles of exceptional client service.
  • Follow a standard process for case resolution, utilizing the Operations Enablement Team, Service Partners, and Manager Client Care Centre.
  • Demonstrate effective leveraging of Client Care Centre teams and partners when triaging client cases to ensure the best fit for resolution.
  • Build relationships with service partners (Branches, Operations, Service Delivery) to ensure efficient resolution to client concerns and optimal client satisfaction.
  • Apply appropriate processes and procedures to accurately respond to client inquiries and complete all client transactions and documentation.
  • Contribute to team results by supporting all colleagues to be successful in meeting client needs.
  • Manage risks by adhering to compliance routines, processes, and controls to protect client and shareholder interests.
Requirements

Must-have

  • Experience in handling and resolving client complaints and escalations.
  • Exceptional client service capability and confidence in engaging clients to address concerns using a friendly, positive, and professional tone.
  • Proven ability in building rapport and maintaining client relationships.
  • Desire to build exceptional client experiences, and is passionate and curious to help clients meet their needs and solve their concerns.
  • Strong communication skills, listening, and understanding capabilities.
  • Knowledge of RBC retail banking products and services.
  • Able to be a role model with a positive attitude and demonstrate accountability, initiative, and ability to work independently.
  • Able to work all branch hours, including extended hours and Saturdays.

Nice-to-have

  • Bilingual ~ secondary language(s).
  • Prior experience in Branch, Advice Centre, Credit, Investment, Business Banking, Collections, or other lines of business.
  • Experience working in a team and metrics-based performance environment.
  • Strong written communication skills.
  • Cash and Custody experience.
Job Skills

Adaptability, Advice Based Solutions, Client Centricity, Client Discovery, Communication, Curiosity, Data Analysis, Digital Literacy

Additional Job Details

Platform: Personal and Commercial Banking

Job Type: Regular

Pay Type: Salaried

Inclusion 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.

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