• 2353180
  • (Reference :121671)
  • Expert Advice Centre (EAC) Customer Service Officer - Operations - RBC


  • .


    What is the opportunity?

    If you are an individual that thrives in providing Customer Service, who takes accountability for delivering a superior Client Experience and handles calls in an effective and efficient manner, this role is your opportunity to continue building a career in Canadian Banking Operations.


    What will you do?

    -       Assist internal callers with interpretation of complex products, policies and procedures, system and tool navigation

    -       Empower callers by guiding them where to find the necessary information in PPL or related systems and applications

    -       Apply appropriate processes and procedures to accurately address caller’s issue

    -       Achieve and maintain individual and group performance metrics 

    What do you need to succeed?


    -       Proven customer service skills, with a track record of success in a client-focused, target-driven performance culture

    -       Excellent telephone etiquette, IT literacy, combined with multi-tasking (Talk, Think and Type) and problem- solving skills

    -       Exceptional listening skills, with ability to guiding callers to the right answer, while dealing with ambiguity

    -       High degree of interpersonal effectiveness, professionalism, and ability to drive results

    -       Flexibility to accommodate business working hours of 8am to 10pm EST, Monday to Saturday, as determined through national shift-bid process

    -       Bilingual in French and English

    -       Basic knowledge of Credit Products (Loans, Mortgages, Homeline) and applications: OLMS, OLBB, Casper, Linx, … 


    -       Advice/Call Centre experience

    -       Basic understanding of Policies/Procedures

    -       Proficient in use of RBC Connect having attained “Expert” level


    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

    -       Leaders who support your development through training and coaching

    -       Work with a dynamic, collaborative team with ability to make a difference

    -       Ability to make a difference and lasting impact.



    About RBC
    Royal Bank of Canada is Canada’s largest bank, and one of the largest banks in the world, based on market capitalization. We are one of North America’s leading diversified financial services companies, and provide personal and commercial banking, wealth management, insurance, investor services and capital markets products and services on a global basis. We have over 80,000 full- and part-time employees who serve more than 16 million personal, business, public sector and institutional clients through offices in Canada, the U.S. and 37 other countries. For more information, please visit rbc.com.


    Inclusion and Equal Opportunity Employment
    RBC is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status, Aboriginal/Native American status or any other legally-protected factors. Disability-related accommodations during the application process are available upon request.




    City:  Montreal 
    Address:  7101 Avenue Du Parc, 5th floor 
    Work Hours/Week:  37.50 
    Work Environment:  Call Centre 
    Employment Type:  Permanent 
    Career Level:  Experienced Hire/Professional 
    Pay Type:  Salaried 
    Required Travel (%):  0 
    Exempt/Non-Exempt:  N/A 
    People Manager:  No 
    Application Deadline:  10/18/2016 
    Req ID:  121671

    Posting Notes:  None

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