Bilingual Operations Specialist

RBC; Montreal; Hybrid; CAD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking an Operations Specialist to join their dynamic CARDs EAC Team. This full-time role emphasizes providing accurate credit card information to internal partners, requiring strong bilingual communication skills in English and French. The successful candidate will thrive in a fast-paced environment, adeptly handling high call volumes while delivering exceptional customer service. With flexible work arrangements and a commitment to team collaboration, this position offers a unique opportunity to make a meaningful impact within a supportive and inclusive workplace culture. If you are eager to grow and contribute to a leading financial institution, we encourage you to apply.

Benefits

Flexible work arrangements

French Language compensation

Compensation for evening and weekend shifts

Supportive team environment

Qualifications

• Bilingualism is essential for this role, as interactions will be in both English and French.
• Strong analytical and communication skills are crucial for effective customer service.

Responsibilities

• Deliver accurate information on credit card policies to service partners.
• Fulfill various client requests related to credit cards in a timely manner.

Skills

Bilingualism (English and French)

Strong communication skills

Analytical skills

Multi-tasking

Customer service

Technical troubleshooting

Tools

CART

CCSA

TS2

ERNEX

Sales Platform

IRIS

Originate

Job description

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

Job Summary

Job Description

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

Job Skills

Additional Job Details

Address: 1 PLACE VILLE MARIE: 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: 2025-04-14

Application Deadline: 2025-04-28

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

Inclusion and Equal Opportunity Employment

At 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.

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About the company

Royal Bank of Canada (RBC), is a diversified financial services company. The Company provides personal and commercial banking, wealth management services, insurance, investor services and capital markets products and services on a global basis.