Position Purpose:
Customer Service Officers take the time to listen to Banking Center customers to understand their needs and direct them to the right person at the right time. They immediately acknowledge a customer by ensuring eye contact is made and are perceived to be available and ready to serve customers. Customers are called by name sometime during the contact and thanked for their business at the close of the transaction. When responding to customer requests they identify needs, offer value added advice through opportunity spotting and take personal responsibility for the resolution of customer problems. The CSO is the anchor position for day-to-day operational functions, ensuring the banking center operates in an efficient manner.
Key Accountabilities:
The successful candidate for this position will be asked to:
- Maintain a basic understanding of RBC Bank / RBC Financial Group capabilities and applies this knowledge to meet customer needs.
- Ensure banking center employees are aware of operational and risk policies and procedures.
- Meet customer's basic financial needs by assessing and identifying customer requirements and selling standard products & services.
- Refer more complex financial needs to individuals within RBC Bank or its affiliates
- Set sales & referral goals, plan activities, self assess their performance, and take steps required to close gaps for themselves.
- Partner with his/her manager to make the performance management routine a value-added process.
Job Requirements: (Knowledge/ Experience):
At least one year of retail banking experience.
Basic computer skills
Problem solving skills
Strong customer service and cash handling skills.
Ability to market and promote various bank products to customers.
Accomplished sales skills.
Excellent organization & analysis skills a must.
Each role at RBC offers a variety of development opportunities that are critical to an individual's career growth. In this role, the successful candidate can expect to gain experience in interacting with clients and developing general product/client knowledge.
Required Skills/ Competencies/ Attributes:
Achievement Motivation, Previous Banking Experience, Teamwork and Co-operation, Excellent Written & Communication Skills, Listening, Understanding and Responding, Customer Service/ Service Partner Orientation, Sales
Education:
High School Diploma / GED
Required Accreditation(s):
Special Conditions:
None
Diversity:
Diversity in the workplace, one of our shared values, lies at the heart of our rewarding, open, supportive and inclusive work environment. We respect and respond to the many competing and evolving priorities in our lives so you can focus on what you can do best - put clients first.
EOE/M/F/D/V