Job Description
Bilingual Credit Management Resolution Officer – Remote
Gatineau, Quebec, Canada
Qubec, Quebec, Canada
Saguenay, Quebec, Canada
Sherbrooke, Quebec, Canada
Drummondville, Quebec, Canada
Trois-Rivires, Quebec, Canada
Lvis, Quebec, Canada
Platform: Personal and Commercial Banking
Sub Category: Operations and Business Management
Type: Full time
Req ID: R-0000067253
At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.
Whether you’re helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.
Job Description
What is the opportunity?
You are an officer within our Credit Management and Recoveries team acting as an RBC ambassador delivering an exceptional client experience by offering financial advice & payment solutions during their time of need. You champion the RBC brand and provide support to our clients as they interact with us in a variety of ways. If you have strong communication skills, are inquisitive and are passionate about building client loyalty & trust come build a long-term career with RBC. This is a full time and shift oriented role with an opportunity to work from home. As Canada’s leading financial institution, we are committed to safe banking and provide support to ensure your success in this critical role.
What will you do?
- Engage with clients through Outbound calls regarding outstanding payments on their credit cards, personal and business accounts
- Educate & provide advice on credit solutions, negotiate tailored payment arrangements for overdue accounts to meet client’s financial obligations
- Focus on helping clients when they need us most, by responding empathetically to a variety of questions, offering solutions based on client’s financial situation
- Resolve problems at first point of contact in a friendly and helpful manner and maintain relationships with partners to work as one RBC
- Contribute to team results by supporting all colleagues to be successful in meeting client needs
- Manage risks by adhering to compliance routines, processes, and controls to protect client and shareholder interests
What do you need to succeed?
Must-have
- Ability to work independently in a structured environment, as a Remote Office Employee (ROE), working in your home office with proven time management and organizational skills and must be able to meet with the technological and confidentiality requirements of the role (i.e., private and quiet space, Internet connectivity, etc.) Details to be discussed with the hiring manager.
- Proven interpersonal, communication and problem resolution skills
- Ability to build rapport while offering the right solutions for our clients while mitigating risk
- Desire to build exceptional client experiences, passionate and curious to help clients meet their needs and solve their concerns
- Requires fluency in French and English to serve our clients in the community with English speaking needs
- Flexibility to work various shifts that meet our clients’ needs Monday to Friday, between 8:00 AM to 9:00 PM EST and Saturday between 8:00 AM to 4:00 PM EST
Nice-to-have
- Past experience in a customer service role where you provided a variety of needs-based solutions
- Negotiation skills
- Experience working in a team and metrics-based performance environment
- Previous experience working in a Contact/Call Centre and in a fast paced financial and/or service industry