Bilingual Credit Management Resolution Specialist

2 weeks ago

Halifax, Nova Scotia, Canada Royal Bank of Canada> Full time

Job Summary

Job Description

What is the opportunity?

You will act as an ambassador for Royal Bank of Canada's Credit Management and Recoveries team, delivering exceptional client experiences by offering financial advice and payment solutions during times of need. As a champion of the RBC brand, you will provide support to clients as they interact with the bank in various ways. If you possess strong communication skills, are inquisitive, and passionate about building client loyalty and trust, you may be a great fit for this role. This is a full-time position with flexible work arrangements, offering a dynamic and collaborative work environment.

What will you do?

  • Engage with clients through outbound calls regarding outstanding payments on their credit cards, personal, and business accounts.
  • Educate and provide advice on credit solutions, negotiate tailored payment arrangements for overdue accounts to meet clients' financial obligations.
  • Focus on helping clients when they need us most by responding empathetically to various questions and offering solutions based on clients' financial situations.
  • Resolve problems at the first point of contact in a friendly and helpful manner and maintain relationships with partners to work as one RBC.
  • 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.

What do you need to succeed?

Must-have

  • Proven interpersonal, communication, and problem-resolution skills.
  • Ability to build rapport while offering the right solutions for clients while mitigating risk.
  • Desire to build exceptional client experiences, passionate, and curious to help clients meet their needs and solve their concerns.
  • Bilingualism (English and French) is required, as you will regularly serve clients with English and French-speaking needs.
  • Flexibility to work various shifts that meet clients' needs, Monday to Friday 8AM-11PM EST, and Saturday 8AM-7PM EST.

Nice-to-have

  • Past experience in a customer service role where you provided a variety of needs-based solutions.
  • Negotiation skills.
  • Experience working in a team and metrics-based performance environment.
  • Previous experience working in a Contact/Call Centre and in a fast-paced financial and/or service industry.
  • Fluency in Cantonese and/or Mandarin to serve clients in the community with those language-speaking needs.

What's in it for you?

We strive to enhance the well-being of our clients and communities. We care about each other, reaching our potential, making a difference, and achieving success that is mutual.

  • A comprehensive Total Rewards Program, including bonuses and flexible benefits, competitive compensation, and stock where applicable.
  • A world-class training program in financial services.
  • Excellent career development and access to a variety of job opportunities across business and geographies.
  • Leaders who support your development through coaching and managing opportunities.
  • Work in a dynamic, collaborative, progressive, and high-performing team.

Royal Bank of Canada is committed to supporting flexible work arrangements when and where available, conditional on employees being able to meet technological and confidentiality requirements.

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