- Provide professional, attentive, and accurate information on credit card policies and procedures to internal service partners over the phone
- Deliver accurate information and guidance related to credit card products, procedures, and policies at first point of contact
- Utilize available resources to deliver accurate and efficient problem resolution
- Apply strong analytical skills while multitasking
- Fulfill credit card-related client requests through CART and other channels in a timely and accurate manner
- Perform non-phone fulfillment activities to support partners in meeting Service Level Agreements

Requirements

- Ability to confidently take on high call volumes while prioritizing and multi-tasking with a commitment to delivering superior client service
- Ability to adapt and learn new skills
- Technically savvy, including troubleshooting and ability to learn new systems/applications
- Ability to effectively interact with partners while delivering an exceptional customer experience
- Availability to work shifts within business hours of 7am-12am EST Monday to Friday, Saturday 9am-9pm EST, and Sunday 11am-9pm EST
- Knowledge of RBC Visa/MasterCard products and systems, including CCSA, TS2, ERNEX, Sales Platform, IRIS,



and Originate
- Previous call centre and/or processing centre experience
- Previous experience in a fast-paced Enhanced Performance Management setting
- Bilingualism (English and French)

Core Competencies

Demonstrates strong analytical skills and technical proficiency in credit card products and systems, ensuring accurate information delivery and exceptional customer service in a fast-paced environment. Bilingual in English and French, capable of effectively interacting with partners and fulfilling client requests efficiently.

Highest-signal resume keywords

- Credit Card Product Knowledge
- Call Centre Experience
- Bilingualism (English and French)
- Analytical Skills
- Technical Proficiency

ATS Optimization Keywords

Hard Skills

- Problem Resolution
- Multitasking
- Client Service
- Troubleshooting
- CART System
- CCSA
- TS2
- ERNEX
- Sales Platform
- IRIS

Soft Skills

- Adaptability
- Effective Communication
- Prioritization

Industry Keywords

- Enhanced Performance Management
- Service Level Agreements
- Credit Card Policies
- Credit Card Procedures

📌 Operations Specialist (Montreal)
🏢 Jobtailor
📍 Montreal