Online Support Services Representative Job at Royal Bank of Canada
Come Work with Us!
At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.
Whether you’re helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.
Job Title
Job Description
What is the opportunity?
As part of a global team, delivers a consistent, high quality client experience by providing prompt, effective, and knowledgeable response to all client inquiries, issues and complaints while achieving the agreed 1st time resolution, average resolution time, and quality targets. Is the Business Support for RBC Client Success solutions including RBC One and MyClientView (Microsoft Dynamics). Through a disciplined approach to data capture, reporting and analysis helps drive the evolution of the RBC I&TS client service model while maintaining the critical components of the RBC I&TS online and MyClientView static data foundation.
What will you do?
Client and Internal Technical Support
- Deliver a consistent, high quality client experience by providing prompt, effective, and knowledgeable response to all client inquiries while achieving the agreed 1st time resolution, average resolution time, and quality targets.
- Acts as the coordinator for more complex enquiries ensuring that the client is paired with the right RBC I&TS internal resource(s), monitors the resolution throughout the client journey through to completion.
- Acts as the first line of internal support for web portals, including RBC One and the MyClientView (Microsoft Dynamics) CRM solution.
- Uses an omni-channel client contact solution including phone, email, chat and video chat.
- Logs all interactions enabling accurate and timely trend analysis driving the evolution of the client service model.
- Guide clients through our digital and self-serve capabilities utilizing internal subject matter experts as required.
- Effectively escalates issues and/or complaints to ensure timely resolution.
Administration
- Partnering with internal client facing teams helps maintain the online portal and MyClientView (Microsoft Dynamics) static data.
Project Support
- You help transform the capabilities of the contact centre team while enhancing the client experience by driving requirements, executing user acceptance testing, and participating in pilot programs as part of the RBC I&TS Client Success model evolution.
Develop/Maintain Capability
- Develop and maintains an increasing set of technical skills and business acumen through ongoing training, coaching and mentoring.
What do you need to succeed?
Must-have
- 1-2 years of work experience in a relevant field
- 1–2 years call centre or related client service experience preferably in financial services
- High school diploma or higher
Nice to have
- French language skills an asset
- University or Collage Degree
What’s in it for you?
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.
- Excellent exposure to communicate with various business partners and stakeholders in Investor & Treasury Services and within other platforms as appropriate
- Opportunity to obtain hands-on experience throughout your role
- Working with an exciting, close-knit, supportive & dynamic group
- Opportunity to collaborate with other business segments within the bank
- Excellent career development and progression opportunities
- A comprehensive Total Rewards Program including bonuses and flexible benefits
- Competitive compensation
Job Summary
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Inclusion and Equal Opportunity Employment
At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.
We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.
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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at rbc.com/careers.
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