Fraud Advisor, Advice Centre

About the position

You are a Fraud Advisor within RBC Advice Centre acting as an RBC ambassador delivering an exceptional client experience. You champion the RBC brand and provide support to our clients as they interact with us in a variety of ways whether it is by phone or email. If you have strong analytical skills, are inquisitive and are passionate about delivering an exceptional client experience, come build a long term career with RBC. This is a full time and shift oriented role that offers flexible work arrangements. As Canada’s leading financial institution, we are committed to safe banking and provide support to ensure your success in this critical role.

Responsibilities

  • Engage with RBC clients through various communication channels to deliver an outstanding client experience helping protect our clients
  • Educate & provide advice to clients to meet their immediate security needs and provide tailored solutions to protect them and prevent fraud losses
  • Resolve problems at first point of contact in a friendly and helpful manner
  • Contribute to team results by supporting all colleagues to be successful in meeting client needs
  • Cultivate and maintain relationships with partners to work as one RBC
  • Manage risks by adhering to compliance routines, processes, and controls to protect client and shareholder interests

Requirements

  • Past experience in a customer service role, where you provided a variety of needs based solutions
  • Proven interpersonal, communication and problem resolution skills
  • Proven ability to build rapport while effectively analyzing and identifying solutions to mitigate risk and protect our clients
  • Desire to build exceptional client experiences, and is passionate and curious to help clients meet their needs and solve their concerns
  • Full flexibility for a variety of shifts from Monday to Sunday, 7AM to Midnight. Please note the department is open 24/7
  • Strong oral and written communication skills in English

Nice-to-haves

  • Experience working in a team and metrics-based performance environment
  • Previous experience working in a Contact/Call Centre or in a fast paced financial and/or service industry
  • Bilingualism in French/ English is an asset

Benefits

  • bonuses
  • flexible benefits
  • competitive compensation
  • stock where applicable
  • world-class training program in financial services
  • Excellent career development and access to a variety of job opportunities across business and geographies
  • Leaders who support your development through coaching and managing opportunities
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