Bilingual Customer Service Specialist

Job Summary

Receives, investigates, and responds to all customer inquiries and complaints regarding banking products and services; processes basic bank service transactions.

With extensive knowledge of the job and policies / practices, performs a wide range of advanced administrative / operational assignments.

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 fulfilment processes supporting RCAP Leasing and 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
• Uses in depth knowledge of product features, systems, policies, procedures and services of RCAP and 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
• 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
• Mitigates against revenue leakage by charging respective fees for services

What do you need to succeed?

Must have :

• Excellent verbal, written and oral communication skills, in both English and French
• 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

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

RBC is committed to supporting flexible work arrangements when and where available. Details to be discussed with Hiring Manager.

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.