Credit Management Resolution Specialist

1 week ago

Vancouver, British Columbia, Canada Royal Bank of Canada> Full time

Job Summary

Job Description

What is the Opportunity?

You are a key member of our Financial Services team, acting as a liaison between our clients and our organization. As a Credit Management Resolution Specialist, you will be responsible for delivering exceptional client experiences by providing financial advice and payment solutions during times of need. You will champion the Royal Bank of Canada brand and provide support to our clients as they interact with us in various ways. If you possess strong communication skills, are inquisitive, and are passionate about building client loyalty and trust, we encourage you to apply for this role.

Key Responsibilities:

  • 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 client financial obligations.
  • Focus on helping clients when they need us most, by responding empathetically to a variety of questions, offering solutions based on client 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 Royal Bank of Canada.
  • 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

  • Proven interpersonal, communication, and problem-resolution skills.
  • Ability to build rapport while offering the right solutions for our clients while mitigating risk.
  • Desire to build exceptional client experiences, passionate and curious to help clients meet their needs and solve their concerns.
  • Strong oral and written communication skills in English.
  • Flexibility to work various shifts that meet our clients' needs, Monday to Friday 8AM-11PM EST, and Saturday 8AM-7PM EST.
  • Requires fluency in Cantonese and/or Mandarin to serve our clients in the community with those language-speaking needs.

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.

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.

  • 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.

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