Company: RBC
Position: Bilingual (French/English) Trade Client Liason Officer
Location: Toronto, ON
Description: This Bilingual (French/English) Trade Client Liason Officer position will provide direct support to Payments & Trade, Trade Operations for the day to day inquiries received through Trade’s generic email box & Trade Operations 1-800 support line. This incumbent will also be responsible for client enrolment, client support, web training for RBC’s Online Global Trade Services front end application.
The incumbent will demonstrate the 4 essentials of customer care at all times and takes personal accountability for the resolution of client concerns. They will also develop and maintain relationships with service partners to optimize service levels, business opportunities and referrals. All responsibilities will be carried out in accordance with Code of Conduct, RBC Values and Guiding Principles ensuring adherence to Privacy principles.
Key Responsibilities:
- Primary point of contact for all incoming calls through our Trade Operations’ general inquiry line and works towards a one touch solution when answering 1-800 #
- Performs enrolment, client support and web training for OGTS for all client base in RBC’s Trade network
- Through MIS reporting carry out facility (credit and non negotiable review at time of expiry)
- Monthly review of client limits on and liaises with Account Managers on expired facilities and excess limit escalation from the processing teams
- Acts as a primary contact and/or coordinator for client problem resolution escalating where appropriate and ensuring client services issues are escalated to team leader’s and manager’s
- Provides status updates to clients on transaction which are currently in Trade’s workflow
- Ensures that all internal bank documentation is in accordance with audit practices
- Provide relief to Trade Officer, Revenue Assurance during absences and vacation
- Primary point of contact for all incoming inquiries received via Trades generic email P&T Trade Operations, SBLC inquiries
- Commit to courteous, helpful and efficient telephone and email service with prompt answering and email return
- Contributes to the overall success of the team by actively working together, sharing new ideas and best practices
- Safeguards client information in all forms (paper, electronic etc)
- Ensures all authorities (SECAF, delegated authorities, system access etc) are adhered to, reviewed and understood
- Understands and compiles with Business Continuity Planning (BCP) Authorities
- Ensures that all required training remains current (AML, Code of Conduct, Health and Safety)
- Provide feedback to Manager in an ongoing effort to improve efficiency and improve customer service
- Ensures the identification of recurring system and procedural problems, recommending possible solutions
- Trade processing as at when required
Skills and Qualifications:
- FITT Diploma in International Trade
- Ability to speak and write English and French fluently
- Knowledge of Documentary Letters of Credit & Guarantee/Standby processing
- Business Knowledge
- Knowledge of Trade Technology
- Procedural Expertise
- Product/Service Knowledge
- Adaptability
- Information Seeking
- Teamwork & Cooperation
- Relationship Building
- Analytical Thinking
- Business Acumen
- Concern of Order and Quality
- Listening, Understanding and Responding
- Self Control
- Sense of Urgency
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