Job Description
Join RBCx's dynamic Customer Experience team and be the first point of contact for customers across Canada's most innovative tech companies!
If you thrive in fast-paced, collaborative environments, bring call centre experience or related customer-facing expertise, and are ready to flex your skills across multiple brands, we want you!
Help shape the future of Canadian tech innovation while making a real impact for our diverse customer base in a workplace where you'll belong, grow, and truly make a difference.
RBCx pursues big, bold ideas and leverages RBC's extensive experience, networks, and capital to help shape what's next. Our four pillars – Banking, Capital, Platform, and Ventures – combine to support tech businesses of all sizes and stages, making us the go-to backer of Canadian innovation. Our people are our most valuable assets, which is why we invest deeply in making sure RBCx isn't just a place to work, but a place to belong.
What is the opportunity?
The RBCx Customer Experience & Fraud Management team expertly leverages diverse skill sets and customer-focused, innovative approaches to deliver industry-best customer experience solutions across our portfolio companies.
As a Customer Experience Specialist (Flex), you will be the first point of contact for customers across RBCx's diverse portfolio companies—including Mydoh, Houseful, Ownr, Dr.Bill/Md.Billing, and more. You'll work in a dynamic, on-call environment providing generalist support across multiple brands and customer bases. This is an excellent opportunity for a collaborative team player who thrives in fast-paced, ever-changing settings.
What will you do?
Serve as the first point of contact for customers via chat, email, and phone across multiple portfolio companies
Provide responsive, empathetic customer support addressing inquiries and resolving issues across diverse product lines
Work as an on-call, flexible team member, handling generalist topics and cross-portfolio customer needs
Support customers with questions related to Mydoh, Houseful, Ownr, Dr.Bill/Md.Billing, and other RBCx portfolio companies
Collaborate with team members to ensure exceptional customer experiences and meet established SLAs/KPIs
Contribute to a dynamic, collaborative team environment while maintaining flexibility to support shifting priorities
Work weekends when needed to support business requirements
What do you need to succeed?
Experience in a call centre or related customer-facing roles
Proven ability to work in a dynamic, fast-paced environment with shifting priorities
Strong communication skills with the ability to handle generalist support topics across multiple platforms
Demonstrated teamwork and collaboration skills; comfortable working as part of a flexible, responsive team
Passion for delivering exceptional customer experiences
Ability to adapt and learn quickly across multiple product lines and customer bases
Strongly Recommended
Fluent in French (English/French bilingual preferred)
Experience supporting multiple portfolio companies or brands
Familiarity with customer service platforms and tools such as Intercom
Experience with chat, email, or phone support systems
What’s in it for you?
We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
Job Skills
Call Center, Communication, Customer Experience (CX), Customer Interactions, Customer Satisfaction, Customer Service, Customer Service Management, Group Problem Solving, Oral Communications, Problem Management, Teamwork, Written CommunicationAdditional Job Details
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Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above
Our Employment Opportunities
At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One RBC. We believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.
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RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.