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Bilingual Customer Service Specialist

2 months ago

Montreal, Quebec, Canada Royal Bank of Canada> Full time

Job Summary

We are seeking a highly skilled and bilingual Customer Service Specialist to join our team at the Royal Bank of Canada. As a key member of our national middle office, you will play a critical role in mitigating client, reputational, and operational risks related to credit and fulfillment processes. Your primary responsibility will be to provide exceptional customer service to our clients, ensuring their needs are met and exceeded.

Key Responsibilities

  • Respond to all incoming inquiries professionally, ensuring all targets are met and quality standards are maintained.
  • Provide after-sales support to internal and external partners for contract-related details, such as change of address, request for Bill of Sale, invoice copy, and buy-out quote.
  • Utilize in-depth knowledge of product features, systems, policies, procedures, and services to identify client care problem sources through effective listening, probing, and clarifying.
  • Maintain a proactive approach, ensuring ongoing or recurring problems relative to technology applications and/or product/process issues are documented and investigated, recommending solutions whenever possible.
  • Resolve complex and/or unique issues, drawing on past experience and product knowledge, escalating to management as required.
  • Makes outbound calls to internal/external partners to obtain clarification.
  • Mitigates against revenue leakage by charging respective fees for services.

Requirements

  • Bilingualism (English and French) is required, as you will regularly serve our clients with English and French-speaking needs.
  • Excellent customer service skills and proven ability to manage conflict through to resolution and seek guidance from manager when needed.
  • Excellent organizational skills, ability to effectively manage time and priorities, and ability to solve problems by recommending alternatives.
  • Strong willingness and desire to learn and multi-task and work well within a team and independently.
  • Detail-oriented and able to understand the terms and conditions of the contracts.
  • Demonstrates RBC behaviors by having a positive impact on business and individual performance in day-to-day activities with colleagues and partners by putting clients first, collaborating as partners, developing people, acting on our accountabilities, making decisions faster, and prioritizing for greatest impact.

Nice to Have

  • Strong knowledge of lease, financing, and ancillary documentation and credit policies.
  • Understanding of PPSA laws across the country.

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.

  • Ability to make a difference and lasting impact.
  • Work in a dynamic, collaborative, progressive, and high-performing team.
  • Opportunities to do challenging work.