Operations Specialist

Jobtailor; Montreal (administrative region); Hybrid; CAD 42,000 - 54,000; Full time

Job summary

RBC is seeking a detail-oriented customer service professional to provide accurate credit card policy guidance to internal partners. You will work across CART and related systems, resolving inquiries promptly while maintaining service levels in a fast-paced setting.

The role emphasizes analytical thinking, adaptability, and strong communication in English and French, with shifts within standard banking hours on weekdays and weekends as required.

Qualifications

• Strong analytical skills and ability to multitask.
• Experience in a high-volume call centre or processing centre.
• Ability to deliver accurate information and problem resolution.

Responsibilities

• Provide professional, attentive, and accurate information on credit card policies and procedures to internal service partners over the phone.
• Deliver accurate information and guidance related to credit card products, procedures, and policies at first point of contact.
• Utilize available resources to deliver accurate and efficient problem resolution.
• Apply strong analytical skills while multitasking.
• Fulfill credit card-related client requests through CART and other channels in a timely and accurate manner.
• Perform non-phone fulfillment activities to support partners in meeting Service Level Agreements.

Tools

CART System

CCSA

TS2

ERNEX

Sales Platform

IRIS

Job description

• Provide professional, attentive, and accurate information on credit card policies and procedures to internal service partners over the phone
• Deliver accurate information and guidance related to credit card products, procedures, and policies at first point of contact
• Utilize available resources to deliver accurate and efficient problem resolution
• Apply strong analytical skills while multitasking
• Fulfill credit card-related client requests through CART and other channels in a timely and accurate manner
• Perform non-phone fulfillment activities to support partners in meeting Service Level Agreements

Requirements

• 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, including troubleshooting and ability to learn new systems/applications
• Ability to effectively interact with partners while delivering an exceptional customer experience
• Availability to work shifts within business hours of 7am-12am EST Monday to Friday, Saturday 9am-9pm EST, and Sunday 11am-9pm EST
• Knowledge of RBC Visa/MasterCard products and systems, including CCSA, TS2, ERNEX, Sales Platform, IRIS, and Originate
• Previous call centre and/or processing centre experience
• Previous experience in a fast-paced Enhanced Performance Management environment
• Bilingualism (English and French)

Core Competencies

Demonstrates strong analytical skills and technical proficiency in credit card products and systems, ensuring accurate information delivery and exceptional customer service in a fast-paced environment. Bilingual in English and French, capable of effectively interacting with partners and fulfilling client requests efficiently.

Highest-signal resume keywords

• Credit Card Product Knowledge
• Call Centre Experience
• Bilingualism (English and French)
• Analytical Skills
• Technical Proficiency

ATS Optimization Keywords

Hard Skills

• Problem Resolution
• Multitasking
• Client Service
• Troubleshooting
• CART System
• CCSA
• TS2
• ERNEX
• Sales Platform
• IRIS

Soft Skills

• Adaptability
• Effective Communication
• Prioritization

Industry Keywords

• Enhanced Performance Management
• Service Level Agreements
• Credit Card Policies
• Credit Card Procedures