About Company
At RBC, we are a leading financial institution dedicated to helping clients thrive and communities prosper. With a legacy spanning over 150 years, we’ve built a reputation for trust, innovation, and client-centric service. We believe in creating a supportive and inclusive environment where our employees can grow, develop their skills, and make a meaningful impact. Joining RBC means becoming part of a diverse team committed to excellence, integrity, and making a difference in the lives of millions of Canadians. We foster a culture of continuous learning, professional development, and community engagement, ensuring our employees feel valued and empowered.
Job Description
Are you a natural problem-solver with a passion for helping people? Do you thrive in a dynamic, remote environment, utilizing digital tools to build lasting relationships? RBC is seeking enthusiastic and empathetic individuals to join our team as a Customer Advisor – Remote Channel. In this crucial role, you will be the first point of contact for our clients, providing exceptional service and expert advice through various digital channels. This remote position offers the flexibility to work from your home in St. Catharines, Ontario, while being an integral part of our national team.
As a Customer Advisor, you will engage with clients through phone, chat, and secure messaging, addressing inquiries, resolving issues, and guiding them through our comprehensive suite of banking products and services. Your day will involve understanding client needs, identifying opportunities to enhance their financial well-being, and providing personalized solutions. You’ll be empowered to make decisions that positively impact our clients, ensuring a seamless and satisfactory experience with every interaction. We’re looking for someone who is not only skilled in communication and technology but also possesses a genuine desire to advocate for clients and simplify their banking journey. This role is perfect for those who are adaptable, detail-oriented, and committed to delivering the highest standard of client care in a fast-paced, digital setting.
Key Responsibilities
- Provide exceptional client service and advice through remote channels (phone, chat, secure message) regarding banking products, services, and digital solutions.
- Actively listen to understand client needs and identify opportunities to offer relevant solutions that enhance their financial well-being.
- Resolve client inquiries and concerns efficiently and effectively, escalating complex issues when necessary to ensure client satisfaction.
- Educate clients on how to best utilize RBC's digital tools and self-serve options.
- Maintain accurate and detailed records of client interactions and transactions in our systems.
- Adhere to all compliance, regulatory, and company policies and procedures.
- Collaborate with internal teams to ensure a consistent and positive client experience.
- Meet and exceed service level agreements and performance targets for quality, efficiency, and client satisfaction.
- Continuously learn and stay updated on RBC products, services, and industry best practices.
Required Skills
- Minimum 1 year of experience in a customer service or client-facing role.
- Exceptional verbal and written communication skills with a clear, professional, and empathetic tone.
- Proficiency in navigating multiple computer applications and strong keyboarding skills.
- Demonstrated problem-solving abilities and a proactive approach to client resolution.
- Ability to work independently and manage time effectively in a remote work environment.
- Strong technical aptitude and comfort with digital communication platforms.
- High school diploma or equivalent.
Preferred Qualifications
- Post-secondary education, preferably in business, finance, or a related field.
- Previous experience in a remote customer service or contact centre environment.
- Familiarity with financial services, banking products, and industry regulations.
- Bilingualism (English and French) is considered a strong asset.
- Experience with CRM software and virtual collaboration tools.
Perks & Benefits
- Comprehensive health and dental benefits package.
- Competitive pension plan and employee share purchase program.
- Generous paid time off and flexible work arrangements.
- Opportunities for career growth and professional development through internal programs and training.
- Employee assistance program for personal and professional support.
- Discounted banking services and other employee perks.
- A supportive and inclusive company culture that values diversity and teamwork.
- Access to state-of-the-art remote work tools and technology.
How to Apply
Ready to make a difference? We encourage all qualified candidates to apply. Please click on the application link below to submit your resume and cover letter. We look forward to reviewing your application!