Overnight bilingual banking advisor supporting RBC clients through phone, chat, video, and digital channels. Resolving banking concerns and delivering client - focused solutions for Canada’s largest bank.
About the role
- Bilingual client relations specialist supporting Transamerica’s Canadian WFG insurance and financial-services field operations. Resolving escalated issues, handling high-volume inquiries, and guiding users across operational systems.
Responsibilities
- Serve as the main point of contact for field office CEOs, EVCs, office assistants, and field force regarding licensing, appointments, commissions, coding, errors and omissions, mywfg.com, systems, and other operational functions.
- Resolve escalated issues using knowledge of business processes, products, and services.
- Provide guidance on compliance requirements, regulatory changes, forms/disclosures, and potential regulatory concerns.
- Monitor process queues to ensure service level agreements are achieved.
- Participate in testing, implementation, and delivery of project and initiative results.
- Develop, maintain, and update operational procedures and documentation.
- Respond to inbound calls and emails; research and analyze account activity, products, and programs across multiple systems.
- Develop training materials and assist with navigation of WFG tools, platforms, website, mail, and CRM systems.
- Build and maintain field-force relationships and set expectations about timelines, service levels, and peak periods.
- Participate in conference calls and forums concerning marketing programs and business initiatives.
- Identify service-delivery and platform-utilization improvements and serve as a subject matter expert on enhancement projects.
Requirements
- Bachelor’s degree in a business field or equivalent education/experience
- Five years of related experience
- Strong knowledge of the financial services industry, products, services, and operational procedures
- Fluency in French and English, verbal and written
- Excellent written and oral communication skills
- Strong customer service skills
- Strong problem-solving and decision-making skills
- Ability to prioritize multiple responsibilities, including high-volume calls and processing
- Attention to detail
- Technical aptitude to train and assist with system navigation
- Proficiency using MS Office
Benefits
- Competitive Paid Time Off
- Ten (10) paid holidays per year
- Ten (10) sick days per year
- Be Well Company holistic wellness program, including Wellness Coaching and Reward Dollars
- Parental Leave
- Adoption Assistance
- Employee Assistance Program
- College Coach Program
- Employee Resource Groups
- Inclusion and Diversity Programs
- Employee Recognition Program
- Referral Bonus Programs
- Peer Recognition Program (BRAVO)
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