Bilingual Operations Specialist

Job Description

As an Operations Specialist within the CARDs EAC Team your primary responsibility is providing professional, attentive, and accurate information on credit card policies and procedures to internal service partners over the phone. In addition to your phone role, you will also be expected to perform non phone fulfillment activities as we support our various partners in meeting Service Level Agreements. This is a full time and shift oriented role offering flexible work arrangements on a National Team.

If you have strong communication skills, are inquisitive and looking for a fast-paced team environment, we want to hear from you!

• Deliver accurate information and guidance related to Credit Card products/procedures/policies at first point of contact
• Utilize all available resources to deliver accurate and efficient problem resolution
• Demonstrate strong analytical skills coupled with an innate ability to multi-task
• Fulfill a variety of credit card-related client requests in a timely and accurate manner (through CART and other channels)

• Bilingualism (English and French) required, as you will regularly do business with RBC partners and/or employees across Canada with English and French speaking needs.
• 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 i.e. troubleshooting, ability to learn new systems/applications
• Demonstrate ability to effectively interact with partners, while delivering an exceptional customer experience
• Available to work shifts within the business hours of 7am-12am EST Monday to Friday, Saturday 9am-9pm EST and Sunday 11am-9pm EST

• Knowledge of RBC Visa/Master Card products and systems (i.e. CCSA, TS2, ERNEX, Sales Platform, IRIS, Originate, etc.)
• Previous call centre experience and/or processing centre experience
• Previous experience in fast-paced Enhanced Performance Management environment

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, achieving success that is mutual.

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

• Address: 1 PLACE VILLE MARIE:
  
  MONTRÉAL
• City:
  Montréal
• 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 are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One 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.