Bilingual Credit Management Resolution Officer

Bilingual Credit Management Resolution Officer

Requirements

• Proven interpersonal, communication and problem resolution skills
• Ability to build rapport while offering the right solutions for our clients while mitigating risk
• Desire to build exceptional client experiences, passionate and curious to help clients meet their needs and solve their concerns
• Bilingualism (English and French) required, as you will regularly serve our clients with English and French-speaking needs
• Flexibility to work various shifts that meet our clients’ needs Monday to Friday 8AM-11PM EST and Saturday 8AM-7PM EST

Responsibilities

• Engage with clients through Outbound calls regarding outstanding payments on their credit cards, personal and business accounts
• Educate & provide advice on credit solutions, negotiate tailored payment arrangements for overdue accounts to meet client’s financial obligations
• Focus on helping clients when they need us most, by responding empathetically to a variety of questions, offering solutions based on client’s financial situation
• Resolve problems at first point of contact in a friendly and helpful manner and maintain relationships with partners to work as one RBC
• Contribute to team results by supporting all colleagues to be successful in meeting client needs
• Manage risks by adhering to compliance routines, processes, and controls to protect client and shareholder interests

Preferred Qualifications

• Past experience in a customer service role where you provided a variety of needs-based solutions
• Negotiation skills
• Experience working in a team and metrics-based performance environment
• Previous experience working in a Contact/Call Centre and in a fast paced financial and/or service industry
• Fluency in Cantonese and/or Mandarin in order to serve our clients in the community with those language speaking needs