National Operations Support Officer - Cm&r
Job Summary
Job Description
What is the opportunity?
In this role you will be responsible for the fulfillment and servicing of complex client transactions. You will apply your extensive knowledge of related RBC products and services. You will take ownership to resolve issues related to the Credit Management and Recoveries function. You will ensure a mindset of risk mitigation, to minimize the bank's losses, by analyzing customers' financial situation.
What will you do?
Process payments and maintenance request on Service Platform as requested by Collectors, and/or Service Partners
Apply professional communication skills to communicate with customers, obtain relevant information and ensure a balance between quality customer care and payment of their debt
Fulfill client needs at first point of contact with incoming work received from services partners through various channels
Complete and process all assigned accounts, adhering to the Credit Management and Recoveries process and guidelines
Contribute to the overall success of the team by sharing new ideas and best practices
Proactively recommend suggestions and solutions to improve efficiency
Consistently provide superior responsive service to client fax / e-mail / telephone requests
What do you need to succeed?
Must-have
Strong knowledge of the Credit Management and Recoveries process to facilitate solutions
Familiar with key referral sources
Experience with CACS,TS2, MSWord, MSExcel, SRF, OLBB, OLMS,CART and Outlook
Strong work ethic and organization skills, and ability to self-motivate to resolve issue at first point of contact and collaborate well in a team environment
Bilingualism (English and French) required, as you will regularly serve our clients and do business with RBC partners and/or employees across Canada with English and French speaking needs.
Ability to accept, adapt and implement change in a fast paced environment
Ability to multitask efficiently, including navigating through various systems while on the phone with clients
Flexible to work 8am to 4pm, Monday to Friday
Nice-to-have
Banking knowledge of personal and card products
Call center experience
What's in it for you?
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, and achieving success that is mutual.
· A comprehensive Total Rewards Program
· Leaders who support your development
· Ability to make a difference and lasting impact
· Opportunity to take on progressively greater accountabilities
Job Skills
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Inclusion and Equal Opportunity Employment
At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.
We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.
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