Bilingual Customer Service Agent in Burlington

Fluency in both English and French is required for this position.

As a Portfolio Administration Team, you will provide superior client service and resolution at first point of contact for RCAP clients and sales/service partners for all related policy and procedures. This position also acts in an advisory capacity, providing information and insight/advice to other service partners/third parties for more complex issues and escalates when appropriate.

What will you do?

• Use multiple systems and technology applications to provide efficient and effective single point of contact for clients and service partners/third parties relative to technical or procedural support for RCAP products/services.
• Draw on in-depth organization experience and product knowledge to act in an advisory capacity for service partners regarding products and services as well as systems/applications navigational support to ensure a positive client experience.
• Resolve complex and/or unique issues and assume accountability to inform/engage/escalate to the appropriate departments for resolution.
• Maintain 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.
• Work to identify specific client care problem sources through effective listening, probing and clarifying and refer to appropriate department/functional environment for resolution.
• Answer calls and email inquiries as per established Grade of Service and/or service quality standards ensuring all targets are met.

What do you need to succeed?

• Strong knowledge of Ambit, MS Office (Excel and Word), ECM, Express OS.
• Strong knowledge of lease, financing and ancillary documentation.
• Superior understanding of PPSA laws across the country.
• Excellent negotiation skills.
• Excellent written and verbal communications.
• Excellent organizational skills and ability to effectively manage time and priorities.
• Strong ability to multi-task.
• Detail-oriented and able to understand the terms and conditions of the contracts.
• Ability to work well within a team and independently.
• Bilingualism (English and French) required, as you will regularly serve our clients with English and French-speaking needs.

What's in it for you?

• Ability to make a difference and lasting impact.
• Work in a dynamic, collaborative, progressive, and high-performing team.
• Opportunities to do challenging work.

Job Skills

• Communication
• Critical Thinking
• Customer Service
• Interpersonal Relationship Management
• Operational Delivery
• Process Improvements
• Time Management

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One RBC. We believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.