RBC

Bilingual Credit Management Resolution Officer

RBC

full-time

Posted on:

Location Type: Hybrid

Location: Ottawa • Canada

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About the role

  • 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

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
  • Flexibility to work various shifts that meet our clients’ needs Monday to Friday 8AM-11PM EST and Saturday 8AM-7PM EST
  • Past experience in a customer service role where you provided a variety of needs-based solutions (nice-to-have)
  • Negotiation skills (nice-to-have)
  • Experience working in a team and metrics-based performance environment (nice-to-have)
  • Previous experience working in a Contact/Call Centre and in a fast paced financial and/or service industry (nice-to-have)
  • Fluency in Cantonese and/or Mandarin in order to serve our clients in the community with those language speaking needs (nice-to-have)
Benefits
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
interpersonal skillscommunication skillsproblem resolution skillsnegotiation skillsability to build rapportflexibilityteamworkcustomer serviceclient experienceempathy