What is the opportunity?

In this role you will be responsible for providing superior client service to our clients for delinquency management for an assigned portfolio of accounts, to minimize the Bank’s exposure to loss. You will balance the importance of maintaining a positive client experience and attaining business objectives.  You will also participate in coaching with team leads and effectiveness coaches to understand and apply appropriate Collections, services, processes, and procedures to accurately complete all client transactions and documentation and recommends accordingly.  You will take ownership and accountability when issues, errors and/or high-risk situations surface through reviews by escalating to people managers and appropriate stakeholders.

What will you do?

• Execute routines associated with collection of an assigned portfolio of delinquent accounts
• Ensure all necessary and relevant information is gathered to analyze the status of the account through direct telephone contact with the client
• Ensure the integrity of the follow up documentation is maintained and in order in the event of further required collection activity, and/or required legal action
• Maintain an accurate diary system to ensure all necessary notes and input is updated on the approved RBC applications
• Execute work volumes/contact client as measured by established service quality standards
• Deliver all assigned / administrative duties in a timely manner, ensuring meaningful and integral content
• Utilize strong knowledge and experience of team’s products/processes and services to ensure employees apply all due diligence in all transactions in accordance with Bank policies, procedures and data integrity
• Take ownership and accountability when issues, errors and/or high-risk situations surface through escalations, coaching, or file reviews by referring to the Manager

What do you need to succeed?

Must-have

• Bank’s minimum entry requirements, 5 subjects including English and Mathematics
• Proficient knowledge of Microsoft Excel and MS suite and keyboarding skills
• Information seeking and consulting orientation
• Take Initiative and is achievement motivated, committed to continuous learning
• Teamwork and cooperation, builds partnership with stakeholders

Nice to have

• Proven negotiation skills are an asset
• Experience with RBC banking applications is an asset

Working Conditions

High degree of flexibility required for hours of work in a shift/roster-based environment, as the unit works operates during the following business hours:

Monday – Friday 8AM -11PM, Saturday 8AM – 7PM

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.

• World-class leadership training with countless development opportunities
• A comprehensive Total Rewards Program
• A unique opportunity for personal and professional growth
• Work in a dynamic, collaborative, progressive, and high-performing team