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Bilingual (English/French) Client Support Officer (12 Month Contract)
Eingestellt von Royal Bank of Canada
Gesuchte Skills: Client, Support
Projektbeschreibung
* THIS IS A 1 YEAR CONTRACT.
. Fluency in French is an asset
POSITION PURPOSE:
To provide both ENGLISH AND FRENCH telephone support to our business clients or internal partners for problem resolution for Wires or Cash Management products such as RBC Express, ACH or EDI. The successful candidate will be responsible for delivering exceptional customer service in resolving client inquiries by educating the client and determining the root cause of the issue and following our Client Experience Map for resolution.
All responsibilities carried out in accordance with Code of Conduct, RBC Values and Guiding Principles ensuring adherence to Privacy principles
PRIMARY RESPONSIBILITIES:
-Responsible for providing 1st level telephone support relating to technical, navigational issues and problem resolution to clients using all RBC Cash Management applications.
-Act as a 2nd level support for clients using Pay Employee Vendor via Royal Direct relating to token issues and payment investigations.
-Adhere to work schedule on a daily basis (login on time, take breaks and lunch according to schedule).
-Adhere to Escalations protocols when required to minimize or to avoid negative client experience.
-Escalate complex or unresolved issues to the appropriate next level of escalations.
-Reference SharePoint for support procedures and follow at all times.
-Escalate and act with an extreme "Sense of Urgency" in the event of issues with client Payroll files or other Payroll Debits or Credits that are important to the client.
-Document all activities in Goldmine as per procedures and in a timely manner to ensure that the client's history is accurate for the purposes of escalations and trending.
-Understand the implications/complexities of the Canadian Payments System and the significant impact and risk a singular oversight could have on the Royal Bank and our client.
-Annual completion of all E-learning activity by the required date identified on RBC Campus.
-Participate in creating/maintaining a positive team environment where team members give each other support, promote good morale and co-operation. Responsible for ongoing personal development and information sharing.
REQUIRED:
-College Diploma or certificate or higher is an asset.
-Relevant work experience, either in a bank or a call center.
-High aptitude for technical computerized applications.
-Strong analytical and problem solving skills.
Flexibility to work a schedule of 7.5 hours anywhere during our business hours on site (7:30AM to 9:00PM EST).
ABOUT RBC
Royal Bank of Canada is Canada's largest bank, and one of the largest banks in the world, based on market capitalization. We are one of North America's leading diversified financial services companies, and provide personal and commercial banking, wealth management, insurance, investor services and capital markets products and services on a global basis. We employ approximately 78,000 full- and part time employees who serve more than 16 million personal, business, public sector and institutional clients through offices in Canada, the U.S. and 39 other countries.
DIVERSITY AND EQUAL OPPORTUNITY EMPLOYMENT
RBC is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status or any other legally-protected factors.
JOB SUMMARY
CITY: Toronto
ADDRESS: 180 Wellington Street West
WORK HOURS/WEEK: 37.5
WORK ENVIRONMENT: Call Centre
EMPLOYMENT TYPE: Contract
CAREER LEVEL: Entry Level
PAY TYPE: Salaried
REQUIRED TRAVEL (%): 0
EXEMPT/NON-EXEMPT: N/A
PEOPLE MANAGER: No
JOB POSTING END DATE: 11/25/2015
REQ ID: 99870
Posting Notes: None
. Fluency in French is an asset
POSITION PURPOSE:
To provide both ENGLISH AND FRENCH telephone support to our business clients or internal partners for problem resolution for Wires or Cash Management products such as RBC Express, ACH or EDI. The successful candidate will be responsible for delivering exceptional customer service in resolving client inquiries by educating the client and determining the root cause of the issue and following our Client Experience Map for resolution.
All responsibilities carried out in accordance with Code of Conduct, RBC Values and Guiding Principles ensuring adherence to Privacy principles
PRIMARY RESPONSIBILITIES:
-Responsible for providing 1st level telephone support relating to technical, navigational issues and problem resolution to clients using all RBC Cash Management applications.
-Act as a 2nd level support for clients using Pay Employee Vendor via Royal Direct relating to token issues and payment investigations.
-Adhere to work schedule on a daily basis (login on time, take breaks and lunch according to schedule).
-Adhere to Escalations protocols when required to minimize or to avoid negative client experience.
-Escalate complex or unresolved issues to the appropriate next level of escalations.
-Reference SharePoint for support procedures and follow at all times.
-Escalate and act with an extreme "Sense of Urgency" in the event of issues with client Payroll files or other Payroll Debits or Credits that are important to the client.
-Document all activities in Goldmine as per procedures and in a timely manner to ensure that the client's history is accurate for the purposes of escalations and trending.
-Understand the implications/complexities of the Canadian Payments System and the significant impact and risk a singular oversight could have on the Royal Bank and our client.
-Annual completion of all E-learning activity by the required date identified on RBC Campus.
-Participate in creating/maintaining a positive team environment where team members give each other support, promote good morale and co-operation. Responsible for ongoing personal development and information sharing.
REQUIRED:
-College Diploma or certificate or higher is an asset.
-Relevant work experience, either in a bank or a call center.
-High aptitude for technical computerized applications.
-Strong analytical and problem solving skills.
Flexibility to work a schedule of 7.5 hours anywhere during our business hours on site (7:30AM to 9:00PM EST).
ABOUT RBC
Royal Bank of Canada is Canada's largest bank, and one of the largest banks in the world, based on market capitalization. We are one of North America's leading diversified financial services companies, and provide personal and commercial banking, wealth management, insurance, investor services and capital markets products and services on a global basis. We employ approximately 78,000 full- and part time employees who serve more than 16 million personal, business, public sector and institutional clients through offices in Canada, the U.S. and 39 other countries.
DIVERSITY AND EQUAL OPPORTUNITY EMPLOYMENT
RBC is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status or any other legally-protected factors.
JOB SUMMARY
CITY: Toronto
ADDRESS: 180 Wellington Street West
WORK HOURS/WEEK: 37.5
WORK ENVIRONMENT: Call Centre
EMPLOYMENT TYPE: Contract
CAREER LEVEL: Entry Level
PAY TYPE: Salaried
REQUIRED TRAVEL (%): 0
EXEMPT/NON-EXEMPT: N/A
PEOPLE MANAGER: No
JOB POSTING END DATE: 11/25/2015
REQ ID: 99870
Posting Notes: None
Projektdetails
Geforderte Qualifikationen
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Kategorie:
IT Entwicklung, Sonstiges