Customer Support Specialist, RBC PayEdge - Contract

Job Description

Please note, this is a 12 month opportunity

What is the opportunity?

As the first point of contact for RBC PayEdge, you are responsible for providing exceptional customer care with a strong emphasis on maintaining call and email quality standards. You require both business acumen and technical skills to support clients, while also having a solid understanding of cash flow, account payables and receivables, payments types and integration of accounting software. You will assume responsibility for delivering a significant level of service and support by adapting to a “Client First” quality service culture in response to incoming telephone and email queries.

What will you do?

• Provide telephone support and guidance to clients and partners relating to Cash Management Operations & Payments products, services and investigations ensuring key performance indicators are met.
• Effectively manage work volumes and communicate operational concerns with relationship managers and service partners.
• Proactively escalate concerns as required and provide solutions as appropriate while managing the service queue.
• Engage in client investigations and related in-depth inquiries to improve efficiencies and enhance client experience while assisting in root cause analysis.
• Identify service or operational inefficiencies that affect clients and formulate recommendations for value added enhancements to appropriate operational groups.
• Consistently adapt to changing business environment using sense of urgency to deliver high level of quality service within the established time frames and manage unresolved concerns promptly.
• Demonstrate teamwork that will provide the best support to clients, sales force and our IT partners.
• Provide support to banking officer with reporting, billing, client payments through Western Union Business Solutions (WUBS) as well as navigational support.

What do you need to succeed?

Must-have

• 1 – 3 years of experience in a client service role
• Excellent oral and written communication skills and interpersonal skills
• Ability to work in a team-driven environment
• Good knowledge of accounting software and accounts payable software solution applications, cash management and payments & trade related systems

Nice-to-have

• Experience using WayPay/PayEdge Portal
• Ability to effectively manage competing priorities
• Demonstrated analytical and problem solving skills

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
• Leaders who support your development through coaching and managing opportunities
• Ability to make a difference and lasting impact
• Work in a dynamic, collaborative, progressive, and high-performing team
• Opportunities to do challenging work
• Opportunities to take on progressively greater accountabilities
• Opportunities to building close relationships with clients

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JOB SUMMARY
City: Burlington
Address: 1006 Skyview Drive
Work Hours/Week: 37.5
Work Environment: Service Centre
Employment Type: Contract
Career Level: Entry Level
Pay Type: Salaried
Required Travel (%): 0-25
Exempt/Non-Exempt: N/A
People Manager: No
Application Deadline: 08/13/2021
Platform: Personal & Commercial Banking
Req ID: 378496
Ad Code(s):