- Entry level
- No Education
- Salary to negotiate
What is the opportunity?
You will coach and train employees to increase their product knowledge, service capabilities and efficiency. You will apply effective observational coaching, active listening and modelling to demonstrate Client First principles and ensure a superior client experience. You will ensure employees maximize technology tools available, maintain data integrity and document relevant client service contact. You will cultivate an “air of success” that drives employee engagement and decreases AHT, Processing times, absenteeism and attrition. You will support people managers, by coaching their employees to take ownership of client problems.
What will you do?
Observe employees’ abilities to apply appropriate risk assessment, services and procedures to accurately complete client transactions and documentation.
Consistently practice client focused coaching routines, including on-the-floor observations, side-by-side coaching, playback room reviews and plug-ins to maximize employee development.
Take ownership to escalate issues, errors and/or high risk situations to people managers and appropriate stakeholders.
Support “new to role” on-boarding and coaching to ensure new employees are welcomed and engaged as they settle into the team.
Provide constructive developmental feedback to ensure employees reach developmental goals.
Review transactions, reports and documents to ensure adherence to risk and compliance policies and procedures.
What do you need to succeed?
Knowledge and expertise in at least 2 lines of business within fraud management. (i.e. CIC, Account Management, Claims Review, Investigations, Client Monitoring, Transaction Monitoring).
Proven ability to work effectively in a very fast paced and multi-skilled environment.
Focused, adaptable and results oriented.
A strategic thinker with attention to detail.
Flexible to work shifts in a 24/7 environment.
People management experience.
Bilingual in French and English.
Experience in training and/or coaching team members.
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
Leaders who support your development
Ability to make a difference and lasting impact
Opportunity to take on progressively greater accountabilities
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, please visit rbc.com.
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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 rbc.com/careers.
Inclusion and Equal Opportunity Employment
RBC is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status, Aboriginal/Native American status or any other legally-protected factors. Disability-related accommodations during the application process are available upon request.
Address: 36 York Mills Rd
Work Hours/Week: 37.5
Work Environment: Service Centre
Employment Type: Permanent
Career Level: Experienced Hire/Professional
Pay Type: Salaried
Required Travel (%): 0
People Manager: No
About the company
We are one of Canada's largest banks 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 35 other countries.