Customer Support jobs in Canada

Individuals with a client-focused mindset and the ability to identify client centric solutions, will see this as a great opportunity to grow with the RBC Direct Investing Contact Centre team. As an Investment Services Representative, you provide clients with helpful and engaging, professional, efficient, and knowledgeable service over the phone or through electronic communications. You are diligent with an attention to detail and maximize productivity on an individual and team level. Effective problem resolution, exceptional client service and expert securities knowledge is crucial to your success in this role, along with the ability to thrive in a fast-paced team environment.

This is a full-time and shift oriented role with an opportunity to potentially work from home and/or at the contact centre.

Business hours are Sunday 6:00pm EST through to Friday 8:00pm EST (the business is open overnights throughout this period); Saturday 9:00am to 6:00pm EST. Candidate must remain flexible to work a variety of shifts within these business hours.

What will you do?

• Proactively uncover opportunities to match customer needs through effective communication and probing skills to help guide clients to available products and services offered by Direct Investing
• Work within specified performance metrics for all client communications (verbal or written)
• Uphold a professional image of RBC and RBC Direct Investing Inc. at all times.
• Actively promote the capability and functionality of the RBC Direct Investing website and mobile capabilities, proactively identifying self-service opportunities for clients
• Provide helpful and engaging, knowledgeable, accurate, responsive, and professional services to clients, including prompt and courteous completion of trade instructions via telephone, or electronic means, all within regulatory requirements and guidelines.
• Understand and apply industry rules and regulations (e.g. CIRO, Provincial, etc.), as well as RBC Enterprise and RBC Direct Investing Inc. policies and procedures to all activities performed.
• Accurately execute client instructions within defined authorities and ensure clients have the means to meet trade settlement obligations.

What do you need to succeed?

Must-have

• Ability to work independently with proven time management, organizational, problem-solving skills and the ability to multi task
• University or College degree/diploma or a minimum of 1 year of relevant business experience in a client service role, driven to help meet clients’ needs
• Strong English communication (verbal, written, and transcription), analytical /organizational and time management skills, along with an attention to detail
• Exceptional customer service skills and, friendly and professional telephone skills

Completion and maintenance of standing (per regulatory requirements) for the following required courses or must be completed as per the timelines below:

• Derivative Fundamentals and Options Licensing Course (DFOL) must be completed within 44 weeks of the start date
• Conduct Practices Handbook (CPH) must be completed within 22 weeks of the start date
• AND
• Completion and maintenance of Chartered Financial Analyst (CFA) certification level 1 or any higher levels of the CFA program
• OR
• Canadian Securities Course (CSC) 2 must be completed within 15 weeks of the start date
• Canadian Securities Course (CSC) 1 must be completed within 7 weeks of the start date

Nice-to-have

• Prior completion and maintenance of standing (per regulatory requirements) with the Canadian Securities Course (CSC), Conduct Practices Handbook (CPH) & Derivative Fundamentals and Options Licensing Course (DFOL)
• Fluency in French, in Mandarin and/or Cantonese

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 information 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 including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
• Leaders who support your development through coaching and managing opportunities
• Ability to make a difference and lasting impact on our clients
• Work in a dynamic, collaborative, progressive, and high-performing team
• A world-class training program in financial services
• Flexible work/life balance options
• Opportunities to do challenging work and take on progressively greater accountabilities

RBC is committed to supporting flexible work arrangements when and where available conditional on employees being able to meet with the technological and confidentiality requirements of the role (i.e., private, and quiet space, Internet connectivity, etc.) Details to be discussed with Hiring Manager .

ACDIPOSTINGS

Job Skills

Additional Job Details

Address:

Job Summary

Job Description

What is the opportunity?

Individuals with a client-focused mindset and the ability to identify client centric solutions, will see this as a great opportunity to grow with the RBC Direct Investing Contact Centre team. As an Investment Services Representative, you provide clients with helpful and engaging, professional, efficient, and knowledgeable service over the phone or through electronic communications. You are diligent with an attention to detail and maximize productivity on an individual and team level. Effective problem resolution, exceptional client service and expert securities knowledge is crucial to your success in this role, along with the ability to thrive in a fast-paced team environment.

This is a full-time and shift oriented role with an opportunity to potentially work from home and/or at the contact centre.

Business hours are Sunday 6:00pm EST through to Friday 8:00pm EST (the business is open overnights throughout this period); Saturday 9:00am to 6:00pm EST. Candidate must remain flexible to work a variety of shifts within these business hours.

What will you do?

• Proactively uncover opportunities to match customer needs through effective communication and probing skills to help guide clients to available products and services offered by Direct Investing
• Work within specified performance metrics for all client communications (verbal or written)
• Uphold a professional image of RBC and RBC Direct Investing Inc. at all times.
• Actively promote the capability and functionality of the RBC Direct Investing website and mobile capabilities, proactively identifying self-service opportunities for clients
• Provide helpful and engaging, knowledgeable, accurate, responsive, and professional services to clients, including prompt and courteous completion of trade instructions via telephone, or electronic means, all within regulatory requirements and guidelines.
• Understand and apply industry rules and regulations (e.g. CIRO, Provincial, etc.), as well as RBC Enterprise and RBC Direct Investing Inc. policies and procedures to all activities performed.
• Accurately execute client instructions within defined authorities and ensure clients have the means to meet trade settlement obligations.

What do you need to succeed?

Must-have

• Ability to work independently with proven time management, organizational, problem-solving skills and the ability to multi task
• University or College degree/diploma or a minimum of 1 year of relevant business experience in a client service role, driven to help meet clients’ needs
• Strong English communication (verbal, written, and transcription), analytical /organizational and time management skills, along with an attention to detail
• Exceptional customer service skills and, friendly and professional telephone skills

Completion and maintenance of standing (per regulatory requirements) for the following required courses or must be completed as per the timelines below:

• Derivative Fundamentals and Options Licensing Course (DFOL) must be completed within 44 weeks of the start date
• Conduct Practices Handbook (CPH) must be completed within 22 weeks of the start date
• AND
• Completion and maintenance of Chartered Financial Analyst (CFA) certification level 1 or any higher levels of the CFA program
• OR
• Canadian Securities Course (CSC) 2 must be completed within 15 weeks of the start date
• Canadian Securities Course (CSC) 1 must be completed within 7 weeks of the start date

Nice-to-have

• Prior completion and maintenance of standing (per regulatory requirements) with the Canadian Securities Course (CSC), Conduct Practices Handbook (CPH) & Derivative Fundamentals and Options Licensing Course (DFOL)
• Current Advice Centre experience
• Fluency in French, in Mandarin and/or Cantonese

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 information 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 including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
• Leaders who support your development through coaching and managing opportunities
• Ability to make a difference and lasting impact on our clients
• Work in a dynamic, collaborative, progressive, and high-performing team
• A world-class training program in financial services
• Flexible work/life balance options
• Opportunities to do challenging work and take on progressively greater accountabilities

RBC is committed to supporting flexible work arrangements when and where available conditional on employees being able to meet with the technological and confidentiality requirements of the role (i.e., private, and quiet space, Internet connectivity, etc.) Details to be discussed with Hiring Manager .

ACDIPOSTINGS

Job Skills

Additional Job Details

Address:

MEADOWVALE BUSINESS PARK, 6880 FINANCIAL DR:MISSISSAUGA

City:

MISSISSAUGA

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

PERSONAL & COMMERCIAL BANKING

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2025-03-07

Application Deadline:

2025-06-13

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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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com .

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. The Com...

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