What's the Opportunity?
The Collections Officer is responsible for recovering outstanding balances on Personal Loans and Card Products, utilizing RBC collection methodologies. Analyze all client information available and to assess the maximum recovery potential by providing repayment options to clients, recommendations for litigation or third party collection agencies.
Please Note: Due to the current covid situation, this position will temporarily be a remote role, and will be based out of the Mississauga RBC office location after covid.
What will you do?
Initiate outbound calls and receive incoming client calls
Identify risk situations and escalate if and when appropriate
Provide recommendations for litigation or third party collection activity in cases where the liability status could not be recovered through normal collection activity
Maintain a balance between quality Customer Care and effective collections techniques
Embrace the service routines, goal setting and performance enablement
Take ownership and resolve issues, ensuring operational risk mitigation and compliance are achieved
Act as a referral point for other team members, in order to deliver a seamless, simpler, faster, and a better client experience
Foster collaboration within your team and convergence across partners to support RBC’s One Client, One Bank vision
What do you need to succeed?
2+ years Collections experience
Strong written and verbal communication skills
Proficient in using MS Excel, Word and Outlook
Proven negotiation, analytical and decision making ability
Strong Organizational and Multi-tasking skills
Strong understanding of the balance between customer service and business risk mindset
Able to work the set shift of 3pm to 11:00pm, Monday to Friday and a rotational shift of 8:00am to 4:00pm on Saturdays
Knowledge of CAC's, CASPER, OLBB, OLMS, TS2, Sales Platform, Bankruptcy & Collection Highways
Knowledge of Personal Products, Loans, Mortgages, Overdrafts and Business Products
Previous experience in managing a portfolio
Bilingual English and French
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.
Potential work from home opportunity, based on behavioural and performance metrics and business requirements
A comprehensive Total Rewards Program and leaders who support your development
Ability to make a difference and lasting impact
Opportunity to take on progressively greater accountabilities
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: 6880 Financial Drive
Work Hours/Week: 37.5
Work Environment: Call Centre
Employment Type: Permanent
Career Level: Experienced Hire/Professional
Pay Type: Salaried
Required Travel (%): 0
People Manager: No
Application Deadline: 10/01/2021
Req ID: 419018
Platform: Personal & Commercial Banking