Job Description

Come Work with Us!

At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.

Whether you're helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.

Job Title Operations Officer - BBTS

• Demonstrate commitment to First Call Resolution by taking ownership & accountability of caller problems at first point of contact.
• Through effective listening and probing, identify the caller needs and provide advice & appropriate solutions.
• Apply delegated authorities, ensuring escalation process is followed.
• Demonstrate effective call handling by achieving department goal Talk Time, and provide consistent service within established benchmarks contributing to achievement of business Client Service Commitments (CSC's).
• Ensure all documents/data are examined for completeness and accuracy, and take appropriate steps to correct for client.
• Proactively identify and recommend solutions to recurring errors and service gaps, and act as a referral point/Subject Matter Expert for sales and service employees.
• Take ownership to resolve complex issues and concerns at the first point of contact.

Identify and recommend solutions to recurring errors, service gaps and process efficiency and effectiveness enhancements. * Ensure adherence to delegated authorities, SECAF, systems access, Global Information Risk Management framework and Global Compliance mandated policies and procedures.

• Exercise due diligence in following operational risk policies, procedures, standards and guidelines and review all transactions/reports/documents to ensure compliance.

Must-have

• Knowledge of Business Banking products, policies and procedures .
• Comfortable working in a contact centre environment.
• Good working knowledge of RBC systems (ex.CART, OLBB, DDA).
• Proven communication and problem resolution competencies.
• Above average keyboarding skills.
• Available to work Hours: 8:00 AM to 8:00 PM. (Monday to Saturday)

Nice-to-have

• Ability to handle difficult/sensitive customer situations appropriately and professionally.
• Strong analytical skills and attention to detail.
• Ability to work independently as well as with other members of a team.

Job Summary You will be responsible for providing superior customer service and resolution by phone as the first point of contact to our internal clients including Branches and Business Centers. You will demonstrate strong interpersonal skills, an aptitude for problem resolution and have a proven ability to prioritize actions and escalate identified service gaps to the appropriate areas.

BBTS is comprised of GG10 and GG09 therefore this is potential to be promoted at a later date

Address: TORONTO, Ontario, Canada

City: CAN-ON-TORONTO

Country: Canada

Work hours/week: 37.5

Employment Type: Full time

Platform: Personal and Commercial Banking

Job Type: Regular

Pay Type: Salaried

Posted Date: 2022-09-12-07:00

Application Deadline: 2022-09-24-07:00

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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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at rbc.com/careers.