What is the opportunity?

You will be part of the dynamic Business Banking Telephone Support (BBTS) team and will play a key role in providing assistance at first point of contact to internal partners including branches and business center with simple day to day business banking transactions and more complex and non-standard issues related to policies, procedures, products and system navigation. You will demonstrate strong interpersonal skills, an aptitude for problem resolution and have a proven ability to prioritize actions and escalate identified service gaps to the appropriate areas. In addition, based on performance against mandated responsibilities and incentive measures, the successful candidate will have the opportunity to transition to a GG09 level once fully proficient on all simple & complex call handling.

This position will require you to work remotely from your home office, with a need to travel to the office for team events.

What will you do?

• Through effective listening and probing, identify the caller needs and provide advice & appropriate solutions.

• Demonstrate commitment to First Call Resolution by taking ownership & accountability of caller problems at first point of contact.

• Ensure escalation process is followed if required.

• Demonstrate effective call handling by achieving department goal Talk Time, and provide consistent service within established benchmarks contributing to achievement of business Client Service Commitments (CSC’s).

Must-have :

• Bilingualism (English and French) required, as you will regularly do business with RBC partners and/or employees across Canada with English and French speaking needs.

• Ability to adapt and learn new systems and applications

• Available to work various shifts within the hours of 8h00 to 20h00 Monday to Friday and on Saturday (rotation basis)

Nice-to-have:

• Call Centre experience

• Ability to navigate between multiple Windows-based application 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 information 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.

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable

• Ability to make a difference and lasting impact on our clients

• Work in a dynamic, collaborative, progressive, and high-performing team

Job Skills

Adaptability, Critical Thinking, Customer Service, Decision Making, Interpersonal Relationship Management, Operational Delivery, Process Improvements, Time Management

Additional Job Details

1 PLACE VILLE MARIE:MONTRÉALMontréalCanada37.5Full timePERSONAL & COMMERCIAL BANKINGRegularSalaried2026-04-072026-04-15

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.

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.