Bilingual Customer Service Representative Inbound & Outbound, RBC Advice Centre at Royal Bank of Canada Europe


Come Work with Us!
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 Title Bilingual Customer Service Representative Inbound & Outbound, RBC Advice Centre | Représentant(e) service à la clientèle bilingue, Appels entrants et sortants, Centre de conseils RBC

Job Description

What is the opportunity?
You are an Inbound & Outbound bilingual Banking Advisor, RBC ambassador and an exceptional customer service representative. You champion the RBC brand and provide support to our clients as they will interact with us in very different ways; whether it is by phone, email, chat, video, social media or mobile. Our Centres and Hubs are located across different regions in Canada. If you are passionate about delivering exceptional customer service and providing solutions for client’s needs, you can build a long term career as a highly knowledgeable professional banking advisor in our Advice Centres. This is a full-time role with an opportunity to potentially work from home. This role requires flexibility to work during the hours of operation, Monday to Friday 10:00 AM to 8:00 PM EST, Saturday 10:00 AM to 6:00 PM EST and Sunday Closed

What will you do?

  • Proactively engage with RBC clients through various communication channels to deliver an outstanding customer service experience, making every client interaction an exceptional one
  • Focus on helping clients when they need us most, by responding empathetically to a variety of questions, assisting with a myriad of banking solutions and resolving client concerns at first point of contact
  • Build exceptional client experiences, and be passionate and curious to help clients meet their needs and solve their concerns
  • Contribute to team results by supporting all colleagues to be successful in meeting client needs
  • Be resourceful with the ability to leverage tools and resources to find the right answers, proactively cultivating and maintaining relationships with partners and clients to work as one RBC team
  • Manage risks by adhering to compliance routines, processes, and controls to protect client and shareholder interests
  • Enable and educate clients by proactively leading with advice using RBC digital capabilities

What do you need to succeed?

Must-have
  • Ability to train and work independently in a structured environment in your home or on work premises, with proven time management, organizational and problem solving skills
  • Must be able to meet the technological and confidentiality requirements of the role (private and quiet space, Internet connectivity, etc.)
  • Exceptional client service capability and confidence in engaging and building loyalty with clients across multiple channels (phone, video, etc.) using a friendly, empathetic, caring, positive and professional tone
  • Proven ability in building rapport and maintain client relationships, preferably in the financial or service industry while working independently and as part of a team
  • Digital literacy across a broad range of devices (smartphones, tablets, laptops, etc.) with above average keyboarding skills, internet and computer navigation
  • Strong oral and written communication skills in French and English
  • Flexibility to work during the hours of operation Monday to Friday 10:00 AM to 8:00 PM EST, Saturday 10:00 AM to 6:00 PM EST and Sunday Closed

Nice-to-have

  • Past experience in a customer service role where you provided a variety of needs based solutions
  • Experience working in a team and metrics-based performance environment
  • Previous experience working in a Contact/Call Centre or in a fast paced financial and/or service industry

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 in our client’s lives and to our communities
  • A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation and stock where applicable
  • A world-class training program in financial services
  • Excellent career development and access to a variety of job opportunities across business and geographies
  • Leaders who support your development through coaching and managing opportunities
  • Work in a dynamic, collaborative, progressive, and high-performing team
  • Continuous learning – upskilling and training opportunities to help support success in role and to reach career aspirations

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

Address: WINNIPEG, Manitoba, Canada
City: CAN-MB-WINNIPEG
Country: Canada
Work hours/week: 37.5
Employment Type: Full time
Platform: Personal and Commercial Banking
Job Type: Regular
Pay Type: Salaried
Posted Date: 2022-05-20-07:00
Application Deadline: 2022-06-30-07:00
Inclusion and Equal Opportunity Employment
At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.
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We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.
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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at rbc.com/careers.

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