Bilingual National Operations Support Agent- CM&R- EN

RBC; Montreal; On-site; CAD 50,000 - 70,000; Full time

Job summary

RBC is seeking a detail‑oriented professional in Montreal to manage complex client transactions within Credit Management and Recoveries. You will resolve issues, mitigate risk, and ensure timely debt resolution while upholding RBC standards.

Responsibilities include processing payments, communicating with customers, and handling varied inquiries across channels. Strong system familiarity and teamwork are essential for success in this role.

Qualifications

• Bilingualism in English and French required for risk and client interactions across Canada.
• Strong knowledge of Credit Management and Recoveries processes to facilitate solutions.
• Familiar with key referral sources and governance.
• Experience with RBC systems: CACS, TS2, MS Word, MS Excel, SRF, OLBB, OLMS, CART and Outlook.

Responsibilities

• Process client transactions and maintenance requests on Service Platform per instructions.
• Communicate with customers to gather information and balance quality service with debt payment goals.
• Handle incoming work from service partners and fulfill client needs at first contact.
• Adhere to Credit Management and Recoveries processes and guidelines for all accounts.
• Share new ideas and best practices to contribute to team success.
• Proactively suggest improvements to increase efficiency.
• Provide responsive service to client inquiries via fax, email, and phone.

Skills

Bilingual English/French

Credit Management & Recoveries

Referral sources knowledge

MS Word

MS Excel

Outlook

CACS

TS2

SRF

OLBB

OLMS

CART

Multitasking

Change management

Tools

MS Word

MS Excel

Outlook

CACS

TS2

SRF

OLBB

OLMS

CART

Job description

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

• 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

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

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 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.