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RBC

Operations Specialist

RBC

RBC Operations Specialist providing credit card policy guidance and resolving partner requests. Supporting service-level agreements through phone and fulfillment activities.

Posted 8/31/2026full-timeMontréal • 🇨🇦 CanadaMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates strong analytical skills and technical proficiency in credit card products and systems, ensuring accurate information delivery and exceptional customer service in a fast-paced environment. Bilingual in English and French, capable of effectively interacting with partners and fulfilling client requests efficiently.

Highest-signal resume keywords
Credit Card Product KnowledgeCall Centre ExperienceBilingualism (English and French)Analytical SkillsTechnical Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Problem ResolutionMultitaskingClient ServiceTroubleshootingCART SystemCCSATS2ERNEXSales PlatformIRIS
Soft Skills
AdaptabilityEffective CommunicationPrioritization
Industry Keywords
Enhanced Performance ManagementService Level AgreementsCredit Card PoliciesCredit Card Procedures

About the role

Key responsibilities & impact
  • Provide professional, attentive, and accurate information on credit card policies and procedures to internal service partners over the phone
  • Deliver accurate information and guidance related to credit card products, procedures, and policies at first point of contact
  • Utilize available resources to deliver accurate and efficient problem resolution
  • Apply strong analytical skills while multitasking
  • Fulfill credit card-related client requests through CART and other channels in a timely and accurate manner
  • Perform non-phone fulfillment activities to support partners in meeting Service Level Agreements

Requirements

What you’ll need
  • Ability to confidently take on high call volumes while prioritizing and multi-tasking with a commitment to delivering superior client service
  • Ability to adapt and learn new skills
  • Technically savvy, including troubleshooting and ability to learn new systems/applications
  • Ability to effectively interact with partners while delivering an exceptional customer experience
  • Availability to work shifts within business hours of 7am–12am EST Monday to Friday, Saturday 9am–9pm EST, and Sunday 11am–9pm EST
  • Knowledge of RBC Visa/MasterCard products and systems, including CCSA, TS2, ERNEX, Sales Platform, IRIS, and Originate
  • Previous call centre and/or processing centre experience
  • Previous experience in a fast-paced Enhanced Performance Management environment
  • Bilingualism (English and French)

Benefits

Comp & perks
  • French Language compensation available in applicable provinces
  • Flex shift which includes compensation for evening and weekend shifts
  • Flexible work arrangements
  • Work with a great and supportive team
  • Ability to make a difference and lasting impact