Bilingual Credit Management Resolution Officer

What is the opportunity?

You are an officer within our Credit Management and Recoveries team acting as an RBC ambassador delivering an exceptional client experience by offering financial advice & payment solutions during their time of need. You champion the RBC brand and provide support to our clients as they interact with us in a variety of ways. If you have strong communication skills, are inquisitive and are passionate about building client loyalty & trust, come build a long-term career with RBC.

This is a full time and shift‑oriented role that offers flexible work arrangements. Our centers are located in Meadowvale, Montreal & Winnipeg. As Canada’s leading financial institution, we are committed to safe banking and provide support to ensure your success in this critical 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.

• 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

• 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, as you will regularly serve our clients with English and French‑speaking needs
• 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
• Negotiation skills
• Experience working in a team and metrics‑based performance environment
• Previous experience working in a Contact/Call Centre and in a fast‑paced financial and/or service industry
• Fluency in Cantonese and/or Mandarin to serve our clients in the community with those language‑speaking needs

• 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

HYBRIDENT

Address: 100 Bayshore Dr, Ottawa

City:
Ottawa

Country:
Canada

Work hours/week: 37.5

Employment Type:

Full time

Platform:
Personal & Commercial Banking

Job Type: Regular

Pay Type:

Salaried

Posted Date:

Final date to receive applications:

At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities.

RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.