Bilingual Customer Service Agent

RBC • Burlington, ON

3d • Onsite

About The Position

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.

Requirements

• 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

Nice To Haves

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

Responsibilities

• 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
• Maintains 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
• Works to identify specific client care problem sources through effective listening, probing and clarifying and refers to appropriate department/functional environment for resolution
• Answers calls and email inquiries as per established Grade of Service and/or service quality standards ensuring all targets are met

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed