What is the opportunity?
The Human Resources Service Centre is located at 6880 Financial Drive in Mississauga. This is an inbound contact centre position where the successful candidate would be required to provide human resources assistance and guidance, in the areas of benefits, payroll, pension, recruitment, and HR applications including RBC Campus and TalentLink to RBC employees and pensioners.
Hour of operations are Monday to Friday 8 am to 8 pm
Shift hours to be determined
What Will You Do?
WORKPLACE EXPECTATIONS, CLIENT EXPERIENCE & SOLUTIONS
- Efficient and effective single point of contact for RBC employees in support or related HR Services
- Responds to telephone inquiries related to HR Services utilizing resources and tools readily available and referring more complex inquiries to Subject Matter Experts
- Utilizes technology available, maintains data integrity, documents all relevant client service contacts and adheres to Peregrine guidelines
- Through effective listening and probing, identifies Caller needs and provides advice and appropriate solutions
- Understands and provides accurate information and applies appropriate processes and procedures to complete all Calls at first point of contact
- Maintains a high level of knowledge and proficiency in all HR related services
- Deliver superior caller service and appropriate solutions in every conversation,
- Demonstrates ownership and accountability of caller problems at first point of contact
- Demonstrates solid multitasking skills – navigates systems while maintaining an effective conversation, and addressing the need of the caller
- Applies delegated authorities, ensuring escalation process is followed
- Conduct behaviors positively & professionally in the workplace at all times
- Adheres to RBC Values & demonstrates them at all times
- Follows established Service Routines.
- Works in a team environment.
- Comfortable working in a contact centre environment
CLIENT AVAILABILITY
- Accountable for achieving Compliance to schedule expectations
- Accountable for proper usage of telephony as per HRCC expectations
- Responds to and integrates coaching feed back
- Demonstrates effective & efficient call handling
- Adheres to and demonstrates RBC values as it relates to optimizing client availability
MANAGEMENT OF RISK
- Management of Privacy, Risk, Safety & Soundness practices
- Comply with RBC & HRCC policies, procedures & guidelines. (Ex: compliance courses completed at least 2 weeks ahead of due date, etc…)
- Effective routines in place and actively practiced, including: ensuring all guidelines are followed, including Privacy and Escalation guidelines
- Adheres to the Enterprise-wide mandatory absensce policy ensuring that 5 consecutive (business) days of vacation are taken each year
- Accurate tracking of calls within the call tracking system
Knowledge / Experience:
- Previous experience working in a Contact Centre environment is an asset
- Knowledge of Human Resources policies would also be considered a strong asset
- Excellent multi-tasking abilities
- Strong critical thinking abilities
- Strong communication skills (verbal and written)
- Excellent customer service experience
- Must be adaptable to change
- Strong attention to detail and problem resolution skills
- Bilingual-French an asset
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About RBC
Royal Bank of Canada is Canada’s largest bank, and one of the largest banks in the world, based on market capitalization. We are one of North America’s leading diversified financial services companies, and provide personal and commercial banking, wealth management, insurance, investor services and capital markets products and services on a global basis. We have over 80,000 full- and part-time employees who serve more than 16 million personal, business, public sector and institutional clients through offices in Canada, the U.S. and 37 other countries. For more information, please visit rbc.com.
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Inclusion and Equal Opportunity Employment
RBC is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status, Aboriginal/Native American status or any other legally-protected factors. Disability-related accommodations during the application process are available upon request.
*Remeber to follow the instructions after submitting an application to Career Edge portal. You will be directed to RBC Career Website to submit an application again in order to be considered for this role.