Bilingual Lease Portfolio Specialist

RBC•Burlington, ON

23h•Onsite

About The Position

As a Bilingual Lease Portfolio Specialist, you will play a key role in mitigating client, reputational and operational risks related to credit and fulfilment processes, which support RBC Leasing services for commercial banking relationship clients. You will enhance the client experience, support retention activities and reduce revenue leakage by providing financial solutions in response to client issues and escalations for leasing products.

Requirements

Bilingualism (English and French) required, as you will regularly serve our clients with English and French-speaking needs
Excellent customer service skills and proven ability to manage conflict through to resolution and seek guidance from manager when needed
Excellent organizational skills, ability to effectively manage time and priorities, and ability to solve problems by recommending alternatives
Strong willingness and desire to learn and multi-task and work well within a team and independently
Detail-oriented and able to understand the terms and conditions of the contracts

Nice To Haves

Knowledge of equipment leasing, financing and ancillary documentation and credit policies
Understanding of PPSA laws across the country

Responsibilities

Respond to all incoming emails professionally as per established service levels, quality standards and routines ensuring all targets are met
Fulfill reporting and cash management activities and routines as per normal schedule and or lifecycle through various channels i.e. leasing reports, cheques received, general ledger adjustments
Provide after sales support to internal and external partners for any contract related details e.g. change of address, invoice copy, payment investigations
Coordinate problem resolution with third parties
Develop in-depth knowledge of organizational products and programs, as well as capabilities of team members within the department
Use in depth knowledge of product features, systems, policies, procedures and services of RBC Leasing products to identify specific client care problem sources through effective listening, probing, and clarifying, as well as, referring to appropriate department for resolution
Maintain a proactive approach, ensuring ongoing or recurring problems are documented and investigated, recommend solutions for changes/improvements
Resolve complex and/or unique issues drawing on past experience and product knowledge, escalating to management as required
Make outbound calls to internal/external partners to obtain clarification
Mitigate against revenue leakage by charging respective fees for services