Senior (Preferred Bilingual) Customer Service Specialist

What is the opportunity?

You will play a key national middle office role in mitigating client, reputational and operational risks related to credit and fulfilment processes supporting RBC Traditional Leasing services to our vendor and commercial banking relationship 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 simple and complex leasing products e.g. quotes, payment inquiries, insurance received from internal and external customers through email.

What will you do?

• Responds to all incoming emails professionally as per established service levels, quality standards and routines ensuring all targets are met
• Provides after sales support to internal and external partners for any contract related details e.g. change of address, request for Bill of Sale, invoice copy, buy out quote
• Coordinating problem resolution with third parties.
• Developing in-depth knowledge of organizational products and programs, as well as capabilities of team members within the department.
• Uses in depth knowledge of product features, systems, policies, procedures and services of RBC Leasing products to identify specific client care problem sources through effective listening, probing, and clarifying, as well as, referring to appropriate department for resolution
• Analyzes operational problems; prepares written recommendations for changes and/or improvements. Applies complete knowledge, skills, and practices to perform assignments.
• Maintains a pro-active approach, ensuring ongoing or recurring problems relative to technology applications and/or product/process issues are documented and investigated, recommending solutions whenever possible
• Resolves complex and/or unique issues drawing on past experience and product knowledge, escalating to management as required
• Makes outbound calls to internal/external partners to obtain clarification as required
• Mitigates against revenue leakage by charging respective fees for services

What do you need to succeed?

Must have:

• Preferred 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
• Meticulous attention to detail and strong problem solving and analytical skills
• 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

Nice to have:

• Strong knowledge of lease, 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

Additional Job Details

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Inclusion and Equal Opportunity Employment

At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.