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Support Line Agent for Sponsors

1 month ago

Toronto, Canada Royal Bank of Canada Full time

Job Summary

Job Description

What’s the opportunity?

As Operations Officer, Group Advantage, you will support Clients and RBC Partners with professional and accurate service fulfilling by phone. You will handle incoming calls and concerns in an effective and efficient manner and look for opportunities to offer value-added advice and support. You will be part of a Support Line anchored within the Group Advantage Service Center, a centralized and diverse team focused on supporting partners and sponsors/clients nationwide.

What will you do?

  • Deliver an efficient and effective service experience by phone through identifying and understanding client needs, and also assisting with processing certain client requests.
  • Provide appropriate advice and guidance to effectively enable RBC Partners in serving our clients.
  • Assist clients with integrated tools, resources and materials, and fulfil client requests at first point of contact.
  • Apply appropriate RBC processes, policies and procedures and escalate concerns to appropriate partners.
  • Engage in activities that enable effective call handling and availability to serve clients in order to meet established targets for average call handling times, compliance time and customer survey results.
  • Maximize the use of technology, maintain data integrity, document all relevant client service interactions and enable continuity of opportunity spotting by documenting details of client interactions in most appropriate system (CART, Sales Platform, Sponsor Database, Performance Tracker, TaskNet)
  • Ensure skills and knowledge related to line of business: product, process, procedures and policy are kept up to date.
  • Work effectively with the team and management to ensure best practices are shared and implemented in a growing team and developing business.

What do you need to succeed?

Must-have:

  • Bilingualism (English and French) required, as you will regularly do business with RBC partners and/or employees across Canada with English and French speaking needs. Knowledge of registered investment products.
  • Excellent telephone manner, and ability to work effectively in a call centre environment.
  • IT literacy, digital knowledge and strong multi-tasking skills.
  • Flexible to work required shifts within the hours of 8am to 7pm, Monday to Friday.
  • Strong investigative and problem resolution skills.

Nice-to-have:

  • Previous experience in a contact center environment
  • Experience with Group Advantage Applications, Products and Processes

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 competitive compensation, bonuses and flexible benefits
  • Leaders who support your development through training and coaching, and invest in your continued learning and commitment to building long term careers
  • Ability to make a difference and lasting impact
  • Work with a dynamic, collaborative, progressive, and high-performing team
  • A world-class training program in financial services
  • Opportunities to build close relationships with clients
  • Access to a variety of job opportunities across businesses and geographies

Inclusion and Equal Opportunity Employment

At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities. We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.