Mortgage Specialist providing customized mortgage solutions and advice to clients while collaborating within the community. Build loyalty through relationship development and personalized service.
About the role
- Bilingual Credit Management Resolution Officer assisting clients with financial advice and credit solutions at RBC. Focusing on client loyalty and trust with flexible work arrangements.
Responsibilities
- 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
Requirements
- 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 (nice-to-have)
- Negotiation skills (nice-to-have)
- Experience working in a team and metrics-based performance environment (nice-to-have)
- Previous experience working in a Contact/Call Centre and in a fast paced financial and/or service industry (nice-to-have)
- Fluency in Cantonese and/or Mandarin in order to serve our clients in the community with those language speaking needs (nice-to-have)
Benefits
- 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
- RBC is committed to supporting flexible work arrangements when and where available conditional on employees being able to meet with the technological and confidentiality requirements of the role (i.e., private and quiet space, Internet connectivity, etc.)
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