Bilingual Credit Management Resolution Officer

Royal Bank of Canada • Calgary, AB

2d • Hybrid

About The Position

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 that offers flexible work arrangements. Our centers are located in Meadowvale, Montreal & Winnipeg. As Canada’s leading financial institution, we are committed to safe banking and provide support to ensure your success in this critical role. National Opportunity for qualified Bilingual Candidates outside of Centre Locations / Opportunité nationale pour les candidats bilingues qualifiés à l’extérieur des centres

Requirements

• 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
• Bilingualism (English and French) required, as you will regularly serve our clients with English and French-speaking needs.
• Flexibility to work various shifts that meet our clients’ needs Monday to Friday 8AM-11PM EST and Saturday 8AM-7PM EST

Nice To Haves

• 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
• Fluency in Cantonese and/or Mandarin in order to serve our clients in the community with those language speaking needs

Responsibilities

• 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

Benefits

• bonuses
• flexible benefits
• competitive compensation
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees