Bilingual National Operations Support Agent- CM&R

rbc; Montreal; On-site; CAD 42,000 - 55,000; Full time

Job summary

RBC in Montréal is seeking a candidate to support the fulfillment and servicing of complex client transactions within Credit Management and Recoveries. You will communicate with clients to resolve issues, apply risk-mitigation practices, and ensure timely debt repayment.

The role requires bilingual English/French capability, familiarity with credit processes, and the ability to multitask across multiple systems while maintaining high service levels.

Qualifications

• Bilingual English and French required.
• Strong knowledge of the Credit Management and Recoveries process.
• Familiar with key referral sources.
• Experience with CACS, TS2, MS Word, MS Excel, SRF, OLBB, OLMS, CART and Outlook.
• Strong work ethic and organization skills.
• Ability to multitask in a fast-paced environment.
• Flexible to work 8am to 4pm, Monday to Friday.

Responsibilities

• Process payments and maintenance requests on Service Platform as requested by Collectors or Service Partners.
• Communicate with customers to obtain relevant information and balance quality customer care with debt repayment.
• Fulfill client needs at first point of contact with incoming work from services partners.
• Adhere to the Credit Management and Recoveries process and guidelines.
• Share ideas and best practices to improve team performance.
• Proactively suggest efficiency improvements.
• Provide responsive service to client fax, e-mail, and telephone requests.

Skills

Bilingual English-French

Credit Management & Recoveries

Referral sources familiarity

MS Word

MS Excel

Outlook

CACS/TS2 knowledge

Tools

MS Word

MS Excel

Outlook

CACS

TS2

SRF

OLBB

OLMS

CART

Job description

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

• 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.
• 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
• 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

• Credit Management & Recoveries experience
• 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

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.

Additional Job Details

Address:
800 RUE DE LA GAUCHETIÈRE O, SUITE 4021:MONTRÉAL City:
Montréal Country:
Canada Work hours/week:
37.5 Employment Type:
Full time Platform:
PERSONAL & COMMERCIAL BANKING Job Type:
Regular Pay Type:
Salaried Posted Date:
2026-10-14 Application Deadline:
2026-10-28 Note : Applications will be accepted until 11:59 PM on the day prior to the application deadline date above