Sales and Serivce Representative

Position Purpose:

If you strive to deliver superior customer service that constantly
exceeds our client’s expectations, and thrive in a fast-paced, team-
focused environment, then you’re ready to begin a career with RBC!
Located in our contact center at 6880 Financial Drive, you will
provide RBC clients with friendly, professional, and knowledgeable
solutions to their everyday banking needs. As the first point of
contact for most telephone banking clients, your eagerness and ability
to provide top-rate customer service will provide clients with
confidence and satisfaction in their choice to use our telephone
banking service.

Your focus on knowing each customer and understanding their needs will
enable you to match our clients with RBC products and services with
the goal of constantly improving their banking experience. This
service-focused attitude will allow you to constantly meet and achieve
the sales goals that are set for you.

RBC offers a comprehensive benefits package to all employees,
including medical coverage, RBC insurance products, long-term
investment and retirement savings plans, and a competitive salary.
With our constant focus on career and personal development, RBC offers
employees comprehensive training and development programs, which can
lead to opportunities for personal development as well as career
growth and development within RBC.

Employees at our contact center are scheduled to ensure availability
to clients. Hours of operation are: Monday through Sunday, 7 am to 12
am (midnight). All employees must be fully flexible to work any shift
within these business hours. Classroom training opportunities will be
available in 2009.

Key Accountabilities:

1. Respond to inbound client calls, delivering fast and efficient
service assisting clients with their financial needs.

2. Resolve problems at first point of contact in a friendly and
helpful manner and refer to more complex situations to senior
officers.

3. Look for sales opportunities with all clients and refer to
appropriate internal officers.

4. Adhere to compliance routines in carrying out transactions.

Knowledge / Experience:

- Experience within a contact centre or call centre environment

- Some experience working in a sales environment where formal selling
thresholds and targets are routine.

Skills/Competencies/Attributes:

- Friendly and professional telephone skills

- Strong English communications skills are essential.

- Client service orientation, driven to help clients meet needs or
resolve problems

- Team player, driven to ensure that the whole RBC team is successful
in meeting client needs.

- Strong inclination to listen first, respond second; ensure client
needs are accurately understood and an appropriate response provided

- Above average keyboarding and internet /computer navigation skills

- Retain knowledge about the features and benefits of a wide range of
products and services and convey the information to clients

- Information-seeking skills; the ability to probe, find out more and
improve your understanding of a client’s situation or issue.

Please note: While we thank you for your interest, only successful
candidates with whom we wish to proceed will be contacted.

Education Required:

High School Diploma / GED

HOW TO APPLY FOR THIS POSITION:

1. Go to: http://www.rbc.com/careers/

2. On the right side of the screen under the Take Action field click
on Search for Jobs.

3. Scroll to the very bottom of the screen and in the Search by
Position ID field type: 99446

4. Go through both job description and apply.

5. It will be necessary for you to bulid and online profile with us to
proceed.