Bilingual Operations Specialist

What is the role?

As an Operations Specialist within the CARDs EAC Team your primary responsibility is providing professional, attentive, and accurate information on credit card policies and procedures to internal service partners over the phone. In addition to your phone role, you will also be expected to perform non phone fulfillment activities as we support our various partners in meeting Service Level Agreements. This is a full time and shift oriented role offering flexible work arrangements on a National Team. If you have strong communication skills, are inquisitive and looking for a fast-paced team environment, we want to hear from you!
 

What will you do? 

• Deliver accurate information and guidance related to Credit Card products/procedures/policies at first point of contact
• Utilize all available resources to deliver accurate and efficient problem resolution
• Demonstrate strong analytical skills coupled with an innate ability to multi-task
• Fulfill a variety of credit card-related client requests in a timely and accurate manner (through CART and other channels)

What do you need to succeed?

Must-have 

• Bilingualism (English and French) required, as you will regularly do business with RBC partners and/or employees across Canada with English and French speaking needs.
• Ability to confidently take on high call volumes, while prioritizing and multi-tasking with a commitment to delivering superior client service
• Ability to adapt and learn new skills
• Technically Savvy i.e. troubleshooting, ability to learn new systems/applications
• Demonstrate ability to effectively interact with partners, while delivering an exceptional customer experience
• Available to work shifts within the business hours of 7am-12am EST Monday to Friday, Saturday 9am-9pm EST and Sunday 11am-9pm EST
• Please note that while this role is primarily work from home, it requires some days on site as determined by the business

Nice-to-have 

• Knowledge of RBC Visa/MasterCard products and systems (i.e. CCSA, TS2, ERNEX, Sales Platform, IRIS, Originate, etc.)
• Previous call centre experience and/or processing centre experience
• Previous experience in fast-paced Enhanced Performance Management environment

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, achieving success that is mutual.

• Ability to make a difference and lasting impact
• Work with a great and supportive team
• French Language compensation available in applicable provinces
• Flex shift which includes compensation for evening and weekend shifts