Bilingual Client Support Specialist

4 weeks ago

Burlington, Ontario, Canada Royal Bank of Canada> Full time

Position Overview

Role Summary

What is the opportunity?

In this pivotal role, you will contribute significantly to managing client, reputational, and operational risks associated with credit and fulfillment processes that support leasing services for our vendor and commercial banking partners. Your efforts will enhance client satisfaction, support retention initiatives, and minimize revenue loss by delivering financial solutions in response to client inquiries and escalations regarding both simple and complex leasing products, including quotes and payment inquiries.

Key Responsibilities

  • Professionally handle all incoming email communications in accordance with established service standards and quality metrics, ensuring that all performance targets are achieved.
  • Provide post-sale assistance to both internal and external stakeholders regarding contract-related inquiries, such as address changes, requests for documentation, and buyout quotes.
  • Utilize comprehensive knowledge of product features, systems, policies, and procedures to effectively identify and address client care issues through active listening and clarification, while referring complex matters to the appropriate department for resolution.
  • Maintain a proactive stance by documenting and investigating ongoing or recurring issues related to technology applications and product/process challenges, recommending solutions whenever feasible.
  • Resolve intricate and unique issues by leveraging past experiences and product knowledge, escalating to management when necessary.
  • Conduct outbound communications to clarify information with internal and external partners.
  • Prevent revenue loss by ensuring appropriate fees are charged for services rendered.

Qualifications for Success

Essential Requirements:

  • Bilingual proficiency in English and French is essential, as you will frequently engage with clients who require support in both languages.
  • Demonstrated customer service excellence with a proven ability to navigate conflicts to resolution, seeking managerial guidance when necessary.
  • Strong organizational capabilities, adept at managing time and priorities effectively, with a problem-solving mindset that offers alternative solutions.
  • A keen willingness to learn, multitask, and collaborate effectively within a team or independently.
  • Attention to detail and the ability to comprehend contract terms and conditions.
  • Exhibit RBC values by positively influencing business and individual performance through client-first approaches, collaborative efforts, talent development, accountability, expedited decision-making, and prioritization for maximum impact.

Preferred Qualifications:

  • In-depth understanding of leasing, financing, and related documentation, as well as credit policies.
  • Familiarity with PPSA regulations across Canada.

What We Offer

We are committed to fostering an environment that encourages growth, innovation, and collaboration to provide trusted advice that empowers our clients and enriches our communities. We value the contributions of each team member and strive for mutual success.

  • Opportunity to make a meaningful and lasting impact.
  • Engage in a dynamic, collaborative, and high-performing team environment.
  • Access to challenging and rewarding work opportunities.

Core Competencies

Communication, Critical Thinking, Customer Service, Interpersonal Relationship Management, Operational Delivery, Process Improvements, Time Management

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