Bilingual Customer Service Agent

rbc; Burlington; Vor Ort; CAD 60.000 - 75.000; Vollzeit

Zusammenfassung

RBC in Burlington, Canada seeks a Portfolio Administration professional to provide first-contact client service for RCAP clients and partners, advising on policies and procedures. The role uses multiple systems and requires bilingual English and French, strong negotiation, and excellent communication.

You will resolve complex issues, document recurring problems, and ensure service targets are met while collaborating with multiple departments and teams in a dynamic banking environment.

Qualifikationen

• Fluency in English and French required.
• Experience in portfolio administration or banking is a plus.
• Proficient with MS Office and document management systems.
• Strong understanding of PPSA laws across Canada.
• Excellent written and verbal communication skills.
• Good organizational skills and ability to multitask.

Aufgaben

• Provide first-contact client service and issue resolution for RCAP clients and partners.
• Advise service partners on products/services and navigation of systems/applications.
• Resolve complex issues; escalate to appropriate departments as needed.
• Document and investigate recurring tech/product issues; suggest solutions.
• Identify client care problem sources via active listening and probing.
• Answer calls and emails per service standards and targets.

Kenntnisse

Ambit

Excel

Word

ECM

Express OS

Lease documents

PPSA knowledge

Negotiation skills

Communication skills

Time management

Teamwork

Bilingual EN/FR

Jobbeschreibung

Job Description

Fluency in both English and French is required for this position.

What is the opportunity?

As a Portfolio Administration Team, you will provide superior client service and resolution at first point of contact for RCAP clients and sales/service partners for all related policy and procedures. This position also acts in an advisory capacity, providing information and insight/ advice to other service partners/third parties for more complex issues and escalates when appropriate.

What will you do?

• Use multiple systems and technology applications to provide efficient and effective single point of contact for clients and service partners/third parties relative to technical or procedural support for RCAP products/services


• Draw on in-depth organization experience and product knowledge to act in an advisory capacity for service partners regarding products and services as well as systems/applications navigational support to ensure a positive client experience


• Resolve complex and/or unique issues and assume accountability to inform/engage/escalate to the appropriate departments for resolution


• Maintains a pro-active approach, ensuring ongoing or recurring problems relative to technology applications and/or product/process issues are documented and investigated, recommending solutions whenever possible


• Works to identify specific client care problem sources through effective listening, probing and clarifying and refers to appropriate department/functional environment for resolution


• Answers calls and email inquiries as per established Grade of Service and/or service quality standards ensuring all targets are met

What do you need to succeed?

• Strong knowledge of Ambit, MS Office (Excel and Word), ECM, Express OS


• Strong knowledge of lease, financing and ancillary documentation


• Superior understanding of PPSA laws across the country


• Excellent negotiation skills


• Excellent written and verbal communications


• Excellent organizational skills and ability to effectively manage time and priorities. Strong ability to multi-task


• Detail-oriented and able to understand the terms and conditions of the contracts


• Ability to work well within a team and independently


• Bilingualism (English and French) required, as you will regularly serve our clients with English and French-speaking needs

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.

Ability to make a difference and lasting impact

Work in a dynamic, collaborative, progressive, and high-performing team

Opportunities to do challenging work

Job Skills

Communication, Critical Thinking, Customer Service, Interpersonal Relationship Management, Operational Delivery, Process Improvements, Time Management

Additional Job Details

• Address:


• 5575 NORTH SERVICE RD:BURLINGTON City:


• Burlington Country:


• Canada Work hours/week:


• 37.5 Employment Type:


• Full time Platform:


• PERSONAL & COMMERCIAL BANKING Job Type:


• Regular Pay Type:


• Salaried Posted Date:


• 2026-10-20 Application Deadline:


• 2026-11-16 Note : Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Our Employment Opportunities

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One RBC. We believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.