What is the opportunity?
You will respond to clients with professional and accurate service for disputes, fraud and chargebacks related to Personal and Business Cards in the Maintenance Services Group. You will deliver a superior client experience and handle concerns in an effective and efficient manner. You will look for opportunities to offer value:added advice and refer clients to RBC partners/alternative channels.
What will you do?
:Deliver an efficient and effective client experience as outlined in the Client Experience Map and Conversation Guide and as monitored through call listening, trailer calls and escalations.
:Determine how clients concern/inquiry is categorized and address the clients immediate need by providing necessary resolution, investigation or escalation to the fraud team, as appropriate.
:Understand the clients needs, anticipate what is important to them by recognizing and reacting to verbal and non: verbal cues, and adapting to how the client chooses to interact with RBC.
:Maximize every client interaction by delivering helpful, timely and relevant advice.
:Apply effective listening and probing skills to understand and identify the root cause of clients concern.
:Achieve Average Handle Time (AHT) and Other Not Ready (ONR) while meeting client expectations.
:Achieve compliance to schedule expectation
:Proactively seek the knowledge and skills to support tailored advice.
:Demonstrate commitment to team work by coaching, mentoring and supporting colleagues in meeting client needs.
:Applies the VISA International Operating Regulations (VIOR) and MasterCard Worldwide Operating Regulations.
:Keep up to date on all communications including changes to RBC policy and procedures.
:Exercise good judgment in reversing fees according to client overall RBC relationship to maintain client experience.
:Focus on getting work right the first time and take appropriate action in response to coaching to close gaps identified through operational and observational coaching and reporting.
What do you need to succeed?
:Bilingual in and English, and written, at a professional level in both languages.
:Proven customer service skills.
:Experience using TS2.
:Good experience in handling and resolving disputes.
:Ability to collaborate with multiple internal and external partners
: ytical thinking capability.
:Proven ability to impact and influence effectively.
:Flexible to work a schedule that may change, depending on business needs, given the national scope of the department.
:Experience handling Cards transaction disputes.
:Thorough knowledge of Visa and MasterCard operating guidelines.
Whats 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
Royal Bank of Canada is Canada's largest bank, and one of the largest banks in the world, based on market capitalization. We are one of North America's leading diversified financial services companies, and provide personal and commercial banking, wealth management, insurance, investor services and capital markets products and services on a global basis. We have over 80,000 full: and part:time employees who serve more than 16 million personal, business, public sector and institutional clients through offices in Canada, the U.S. and 37 other countries. For more information, rbc.
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