RBC Contact Centre - 1199 St. George Blvd

Reference Number: PCK232-272779

Requisition Number: 110012

Position Type: Full-Time

Job Description:

This is a client service oriented role located within one of RBC's in-bound contact centres.  This role will be attractive to people who thrive in a fast-paced goal-focused team environment, love working with people over the phone or email, and have the flexibility to work on a schedule designed to meet our client's needs.

Individuals who are successful in this role are extremely client service oriented.  Ideal candidates may already be working in a contact centre or in a client service role and would like to be part of the team at Canada's largest and most successful financial company.  The skills and desire to provide excellent client service are essential.

Help us deliver on our brand promise, to put clients first, and to put the strength of RBC to work for the benefit of our clients.  Within a flexible shift Service Representative position, join the RBC team that is there for our clients everyday, when our clients need us most.  Learn the business, what clients need most, and how to deliver exceptional service and earn the opportunity to build a career at RBC as a client service professional

RBC Royal Bank is Canada's leading financial services institution.  Employees at RBC are always earning the right to be our clients' first choice.

RBC offers a Total Rewards program including competitive salary. Opportunities for performance bonuses based on performance thresholds along with an array of flexible benefit, work/life and career development programs, long term investment and retirement savings plans.  Training and development is provided to give employees access to the latest client service tools.  Use RBC's shift scheduling system to indicate shift and vacation preferences, and trade shifts with other team members.

Requirements:

• Bilingual, French and English would get preference
• High school diploma
• A minimum of one year of client service; preferably 2-3 years in one position
• Experience within a contact centre or call centre environment
• Some experience working in a service environment where recommending products and services and/or sharing information to meet client's needs is routine
• Some experience working in a sales environment where formal selling thresholds and targets are routine would be relevant

Skills/Competencies/Attributes:

• Friendly and professional telephone skills
• Strong verbal, written and reading skills are essential
• Team player with strong client service orientation, driven to help meet clients' immediate financial needs, resolve problems and provide excellent client service
• Able to effectively listen to and engage clients in conversation to understand and identify their immediate financial need, and provide resolution through sourcing information, matching an appropriate product/service and/or referring client to appropriate RBC partner; able to diffuse emotional situations
• Solid multi-tasking ability with above average keyboarding and internet / computer navigation skills for searching on-line client data and product information while simultaneously conversing with client
• Ability to memorize and retain knowledge about the features and benefits of a wide range of products and services and convey the information to clients
• Strong attention to detail orientation and problem resolution skills

Special Conditions:

• Shift schedules are designed to ensure RBC employee availability to meet client needs
• Centre hours of operation vary, but most operate Monday to Sunday 7:00 am to 4:00am
• Candidates must be available for a variety of shifts to cover the hours of operation
• Flexible shift employees work a full-time schedule (37.5 hours per week) but may work a variety of shifts over the course of a week, including a weekend shift every other weekend, and are provided with at least 7 days notice for future work schedules
• Shift premiums are paid for some evening, weekend, and flex schedules
• This role typically receives 50-60 calls per day/shift while being seated for the full shift facing a computer, wearing a headset, using the keyboard, mouse and monitor to respond, requiring manual dexterity for typing and gripping/grasping mouse to navigate betweens multiple screens
• Required training will be completed prior to working in the role; weekly testing during training consists of written tests, role-play, call monitoring and side-by-side coaching

Key Accountabilities:

Diversity is one of RBCs shared values which lies at the heart of our rewarding, open, supportive and inclusive work environment.

1. Provides professional, responsive customer service to inbound client calls, assisting clients with their immediate financial needs.
2. Recommends products and services and/or shares information with clients to meet their immediate financial needs and provides superior, responsive execution and delivery of tailored client transactions.
3. Resolves problems at first point of contact in a friendly and helpful manner and refers more complex situations to RBC partners, as appropriate.
4. Refers clients to RBC Partners, as appropriate, to meet their financial needs.
5. Adheres to compliance routines in carrying out transactions.
6. To achieve higher levels of proficiency and rewards in this role, effectiveness in selling RBC products, services and solutions to clients will be required.

If interested, please apply online at http://track.jobviper.com/ViewJob.asp?id=648224-1384-671.