English and French Customer Support Expert

1 week ago

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

Job Summary

Job Description

What is the Opportunity?

You will play a key national middle office role in mitigating client, reputational and operational risks related to credit and fulfillment processes supporting leasing services to our clients. You will enhance the client experience and support retention activities and reduce revenue leakage by providing financial solutions in response to client issues and escalation for leasing products.

Key Responsibilities

  • Respond to all incoming inquiries professionally as per established service levels, quality standards and routines ensuring all targets are met
  • Provide after-sales support to clients for any contract-related details
  • Use in-depth knowledge of product features, systems, policies, procedures and services to identify specific 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
  • Mitigate against revenue leakage by charging respective fees for services

Requirements

  • Bilingualism (English and French) 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 behaviours by having 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

Preferred Qualifications

  • Strong knowledge of leasing, 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

Job Skills

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

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