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

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)

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.)