Senior Bilingual Customer Contact Center Representative

Job Description

What is the opportunity? 

In this role, professionally front face all internal/external parties including Clients/Advisors/Investors who contact to the Customer Contact Centre requiring additional support services offered by RBC Investor Services.

What will you do?

• Primarily responsible for professionally answering all incoming calls from Clients/Advisor/Investors of the Customer Contact Centre
• Able to provide professionalism and composure when dealing with Clients internal/external
• Quality Control
• Return escalated calls
• Producing and reporting of weekly and monthly Call Centre statistics.
• Perform all required responsibilities as a representative of the Contact Centre
• Front facing  with internal departments and internal/external Clients
• Interaction with Team members of Contact Centre
• Participate in monthly Self/Peer Call Coaching Evaluations
• Daily/Monthly reporting to Management relating to self/team metrics
• Work with Team/Supervisor to provide and produce above average Quality+ and SLS statistics
• Escalate problematic issues to Management
• Any other duties as assigned

What do you need to succeed?

Must-have

• Mutual Fund experience
• 1 to 3 years Call Centre or client service experience
• Bilingualism (English and French) required, as you will regularly serve our clients and do business with RBC partners and/or employees across Canada with English and French speaking needs
• IFIC (Mutual Funds) Operations course for CSC (Canadian Securities Course) in progress or completed is an asset
• Availability for contact Centre's operational hours: 8am to 8pm. Successful candidate must be flexible to work within these hours

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.

• Excellent exposure to communicate with various business partners and stakeholders in Investor Services and within other platforms as appropriate
• Working with an exciting, close-knit, supportive & dynamic group
• Opportunity to collaborate with other business segments within the bank
• Excellent career development and progression opportunities
• A comprehensive Total Rewards Program including bonuses and flexible benefits
• Competitive compensation

Job SkillsActive Learning, Adaptability, Communication, Customer Service, Detail-Oriented, Group Problem Solving, Interpersonal Relationship Management, Product Services

Additional Job Details

Address:

RBC CENTRE, 155 WELLINGTON ST W:TORONTO

City:

Toronto

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

WEALTH MANAGEMENT

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2025-09-24

Application Deadline:

2025-10-08

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.

Join our Talent Community

Stay in-the-know about great career opportunities at RBC. Sign up and get customized info on our latest jobs, career tips and Recruitment events that matter to you.

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.