Bilingual Investment Services Representative, RBC Direct Investing

Job Description

What is the opportunity?If you possess a client-focused mindset and have the ability to identify client centric solutions, this role gives you a great opportunity to grow with the RBC Direct Investing Contact Centre team. As an Investment Services Representative, you provide clients with helpful and engaging, professional, efficient, and knowledgeable service over the phone or through electronic communications. You are diligent with an attention to detail and maximize productivity on an individual and team level.

Effective problem resolution, exceptional client service and expert securities knowledge is crucial to your success in this role, along with the ability to thrive in a fast-paced team environment.

This is a full-time and shift oriented role with an opportunity to potentially work from home and/or at the contact centre. Candidates must live within a one-hour commutable distance from a Centre or Hub as listed in the locations.

Business hours are Sunday 6:00pm EST through to Friday 8:00pm EST (the business is open overnights throughout this period);
Saturday 9:00am to 6:00pm EST. Candidate must remain flexible to work a variety of shifts within these business hours.
What will you do?

Proactively uncover opportunities to match customer needs through effective communication and probing skills to help guide clients to available products and services offered by Direct Investing

Work within specified performance metrics for all client communications (verbal or written)

Uphold a professional image of RBC and RBC Direct Investing Inc. at all times.

Actively promote the capability and functionality of the RBC Direct Investing website and mobile capabilities, proactively identifying self-service opportunities for clients

Provide helpful and engaging, knowledgeable, accurate, responsive, and professional services to clients, including prompt and courteous completion of trade instructions via telephone, or electronic means, all within regulatory requirements and guidelines.

Understand and apply industry rules and regulations (e.g. CIRO, Provincial, etc.), as well as RBC Enterprise and RBC Direct Investing Inc. policies and procedures to all activities performed.

Accurately execute client instructions within defined authorities and ensure clients have the means to meet trade settlement obligations.

What do you need to succeed?
Must-have

Ability to work independently with proven time management, organizational, problem-solving skills and the ability to multitask

University or College degree/diploma or a minimum of 1 year of relevant business experience in a client service role, driven to help meet clients’ needs

Strong English communication (verbal, written, and transcription), analytical /organizational and time management skills, along with an attention to detail

Exceptional customer service skills and, friendly and professional telephone skills

Bilingualism (English and French) required, as you will regularly serve our clients and do business with RBC partners and/or employees across Canada with English and French speaking needs.

Completion of the following required exams will be a requirement of the job:

Completion and maintenance of standing (per regulatory requirements) for the following required exams or must be completed as per the timelines below:

Canadian Investment Regulatory Exam must be completed within 15 weeks of the start date
OR
Completion and maintenance of Chartered Financial Analyst (CFA) certification level 1 or any higher levels of the CFA program
AND
CIRO Mandatory Conduct Training must be completed within 15 days of obtaining licensing approval from CIRODerivatives Exam must be completed within 35 weeks of the start date

Nice-to-have

Prior completion and maintenance of standing (per regulatory requirements) of the Canadian Investment Regulatory Exam (CIRE) or Chartered Financial Analyst (CFA) certification level 1 and Derivatives Exam

Fluency in Mandarin and/or Cantonese as well as French

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 information to help our clients thrive and communities…