City : TORONTO, Ontario, Canada

Category : Customer Service | Client Advice | Sales

Industry : Financial/Banking

Employer : RBC

What is the opportunity? 

In this role, you will contribute to an exceptional client experience and team results by efficiently responding to any calls coming into the RBC Royal Trust (RT) Contact Centre.   You will deepen relationships by meeting client’s immediate needs, discovering new opportunities, and proactively resolving client concerns at first point of contact. You will leverage tools and resources to effectively document and refer activities and opportunities to colleagues across the network.  This role is dynamic and will also support any National Office initiatives as required.

Please Note: This position can be located in Toronto, Montreal, Calgary or Vancouver. You will be required to work from home.

What will you do?

• Deliver an efficient and exceptional client experience as outlined in the Client Experience Guide ensuring client needs are met by proactively providing clients with quality advice, problem resolution and prevention, and identifying additional needs as appropriate

• Take ownership and resolve client concerns at first point of contact, and escalate to Regional Vice President as appropriate.

• Respects the clients time and Compliance to Schedule expectations while meeting client needs Work within specified performance metrics for all client communications (verbal or written).

• Effectively leverage Client Relationship Management tools to document actions and next steps

• Through client discovery integrate marketing resources and materials into client conversations to support advice and recommendations provided in support of overall regional goals

• Be an advocate for RBC and RBC Royal Trust’s core service and product offerings

• Collaborate with RBC colleagues to respond quickly and directly to requests from clients and immediately escalate any issues that may result in unmet expectations

• Work collaboratively on collective team goals and National Office initiatives while completing assigned tasks

• Share best practices, learnings, and client feedback in order to enhance existing processes, procedures, and sales and service practices

What do you need to succeed?

Must Have

• Exceptional client service capability and confidence in engaging clients through excellent written/verbal/electronic communication skills using a friendly, positive and professional tone

• Ability to think outside the box and make quick decisions on the spot 

• Ability to navigate between multiple systems with strong PC skills including Microsoft Office applications

• College or Undergraduate Degree          

• 1-2 years of related experience

• Bilingualism (English and French) required, as you will regularly do business with partners across Canada

Nice to Have

• Knowledge of estate and trust services with the ability to maintain current on related issues

• Success in meeting and exceeding service targets in a contact centre environment

• Sales and/or retention experience

• Flexibility may be required to work beyond standard office hours

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 bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable

• Leaders who support your development through coaching and managing opportunities

• Ability to make a difference and lasting impact

• Work in a dynamic, collaborative, progressive, and high-performing team

• Flexible work/life balance options

• Opportunities to do challenging work

• Opportunities to take on progressively greater accountabilities         

• Access to a variety of job opportunities across business and geographies