What is the opportunity?
Based in our Maintenance & Investigation Service Group – Dispute/ Chargeback Centres, you field incoming calls about dispute and chargeback related to credit cards. Relying on your strong analytical skills, inquisitive nature, and calm, friendly demeanor, you get to the heart of the matter effectively and educate clients about protecting their interest. Ultimately, you help our clients feel safe banking with RBC. As one of Canada’s leading financial institutions, we are committed to safe banking and provide support to ensure your success in this critical role.
What will you do?
Provide professional, responsive customer service to inbound client calls fraud and chargebacks related to Personal ,Business & Commercial Cards(excluding merchant card)
Applies the VISA International Operating Regulations (VIOR) & MasterCard Worldwide Operating Regulations
Resolve problems at first point of contact in a friendly and helpful manner, and refer more complex situations to RBC partners, as appropriate
Uses effective listening and probing questions to understand and identify the root cause of client’s concern or inquiry.
Adhere to compliance routines in identifying and resolving client concerns
Efficiently determines if client’s concern/inquiry is categorized as a dispute, a fraud or a chargeback and addresses the immediate need of the client by providing necessary resolution, investigation or escalation to the fraud team, as appropriate.
Being flexible and able to undertake multiple tasks throughout a working day (CART processing, writing e-mails and etc.)
A minimum of one year of client service; preferably 2-3 years in one position
Ability to confidently take on high workload and call volume, while prioritizing and multitasking, with a commitment to delivering superior client experience
Proven interpersonal, communication and problem resolution skills
Flexibility for a variety of shifts, Monday to Friday from 8h00 to 21h00 and Saturday from 8h30 to 17h00, closed on Sundays
Advice/Call Centre experience
Ability to navigate between multiple Windows-based application systems
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.
A comprehensive Total Rewards Program including bonuses and flexible benefits, and competitive compensation
Flexible work arrangements, including bonuses for evening shifts
Leaders who support your development through coaching and managing opportunities
Ability to make a difference and lasting impact
At RBC, the health and wellbeing of our employees and candidates is always our top priority.
COVID-19 has accelerated change across our workplace, including our hiring practices! As a result, throughout your application process, you may be asked to connect with us virtually, and may not be required to meet in-person. Our recruiters will explain how our video-interview technology will be used throughout the recruitment process, and will be on hand to answer any questions you might have.
You will be given the opportunity to work from home, if you can be fully productive, and role requirements including regulatory obligations can be satisfied. We are committed to supporting flexible work arrangements, investing in technology or other resources to enable you to work from home effectively, wherever possible.
Health & Safety
For employees that may be required to work from our premises, we’re doing our part to safeguard your health, and taking extra steps to reduce the spread of COVID-19. All RBC premises will allow for required physical distancing requirements, and new routines and resources such as hand sanitizer, antiseptic wipes, masks, or other protective equipment.
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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.
Address: 10 York Mills
Work Hours/Week: 37.5
Work Environment: Service Centre
Employment Type: Permanent
Career Level: Entry Level
Pay Type: Salaried
Required Travel (%): 0
People Manager: No
Application Deadline: 12/20/2021
Req ID: 433898
Platform: Personal & Commercial Banking