Lease Portfolio Specialist
| Company | Royal Bank of Canada |
|---|---|
| Location | Burlington, ON, Canada |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Entry Level/New Grad, Junior |
Requirements
- Excellent customer service skills and proven ability to manage conflict through to resolution and seek guidance from manager when needed
- Excellent organizational skills, ability to effectively manage time and priorities, and ability to solve problems by recommending alternatives
- Strong willingness and desire to learn and multi-task and work well within a team and independently
- Detail-oriented and able to understand the terms and conditions of the contracts
- Demonstrates RBC behaviours by having positive impact on business and individual performance in day to day activities with colleagues and partners by putting clients first, collaborating as partners, developing people, acting on our accountabilities, making decisions faster and prioritizing for greatest impact
Responsibilities
- Responds to all incoming emails professionally as per established service levels, quality standards and routines ensuring all targets are met
- Provides after sales support to internal and external partners for any contract related details e.g. change of address, request for Bill of Sale, invoice copy, buy out quote
- Coordinating problem resolution with third parties
- Developing in-depth knowledge of organizational products and programs, as well as capabilities of team members within the department
- Uses in depth knowledge of product features, systems, policies, procedures and services of RBC Leasing products to identify specific client care problem sources through effective listening, probing, and clarifying, as well as, referring to appropriate department for resolution
- Analyzes operational problems; prepares written recommendations for changes and/or improvements. Applies complete knowledge, skills, and practices to perform assignments
- Maintains a pro-active approach, ensuring ongoing or recurring problems relative to technology applications and/or product/process issues are documented and investigated, recommending solutions whenever possible
- Resolves complex and/or unique issues drawing on past experience and product knowledge, escalating to management as required
- Makes outbound calls to internal/external partners to obtain clarification
- Mitigates against revenue leakage by charging respective fees for services
Preferred Qualifications
- Strong knowledge of equipment leasing, financing and ancillary documentation and credit policies
- Understanding of PPSA laws across the country
- Bilingualism (English and French) required, as you will regularly serve our clients with English and French-speaking needs