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Bilingual Client Support Specialist
3 months ago
Position Overview
Role Summary
What is the opportunity?
In this pivotal role, you will be instrumental in managing client, reputational, and operational risks associated with credit and fulfillment processes for RCAP Leasing and RBC Traditional Leasing services. Your efforts will significantly enhance client satisfaction, support retention initiatives, and minimize revenue loss by delivering financial solutions to address client inquiries and escalations regarding both simple and complex leasing products.
Key Responsibilities
- Professionally handle all incoming email communications in accordance with established service standards, ensuring that all performance targets are consistently achieved.
- Provide comprehensive after-sales assistance to both internal and external stakeholders regarding contract-related inquiries, such as address changes, requests for Bill of Sale, invoice copies, and buyout quotes.
- Utilize extensive knowledge of product features, systems, policies, and procedures related to RCAP and RBC Leasing to effectively identify and resolve client care issues through active listening and thorough inquiry.
- Adopt a proactive stance in documenting and investigating ongoing or recurring issues related to technology applications and product/process challenges, proposing solutions wherever feasible.
- Address complex and unique client issues by leveraging past experiences and product knowledge, escalating to management when necessary.
- Initiate outbound communications with internal and external partners to clarify information as needed.
- Prevent revenue loss by ensuring appropriate fees are charged for services rendered.
Qualifications for Success
Essential Skills:
- Bilingual proficiency in English and French is required, as you will regularly assist clients with varying language needs.
- Exceptional customer service abilities with a proven track record of effectively managing conflicts to resolution, seeking managerial guidance when necessary.
- Strong organizational skills with the capacity to prioritize tasks effectively and recommend alternative solutions to problems.
- A keen willingness to learn, multitask, and work collaboratively within a team as well as independently.
- Attention to detail with a solid understanding of contract terms and conditions.
- Exhibit RBC values by positively influencing business and individual performance through client-first approaches, collaboration, accountability, and prompt decision-making.
Preferred Qualifications:
- In-depth knowledge of leasing, financing, and related documentation along with credit policies.
- Familiarity with PPSA laws applicable across the country.
Benefits of Joining Us
We are committed to fostering an environment that encourages growth, collaboration, and the delivery of trusted advice to help our clients succeed and our communities thrive. Here, you will have the opportunity to:
- Make a meaningful and lasting impact.
- Work within a dynamic, collaborative, and high-performing team.
- Engage in challenging and rewarding work.
Core Competencies
Communication, Critical Thinking, Customer Service, Interpersonal Relationship Management, Operational Delivery, Process Improvements, Time Management
