Client Training Specialist

Job Description

What is the opportunity?

The Client Training Specialist is responsible for the planning, development, co-ordination and facilitation of training to clients through various mediums (i.e., telephone, webinars, etc.) for the suite of Cash Management Products available to new and existing clients. This position has global responsibilities and is deadline driven.
This role assumes responsibility for delivering a significant level of service and support by adapting to a "Client First" quality service culture.

This role can be based in either Montreal or Toronto.

What will you do?

• Manage, plan, co-ordinate and facilitate all activities surrounding the training of new and existing clients that have subscribed to the RBC Express, RBC Edge and RBC PayEdge platform. Activities include but are not limited to:
  • Contact and schedule clients for training, evaluating the needs of the client and selecting the most effective delivery method for the client (i.e. Phone, Webinars, , etc.)
  • Deliver thorough Training while ensuring understanding of concepts and processes to enable clients to action end to end tasks independently
  • Document all actions taken with client ensuring accuracy of details and activities within C360 and SharePoint tracking tools.
• Proactively escalates issues/concerns as required and provides alternatives and/or solutions as appropriate
• Manage and foster co-operative relationships with clients and internal service partners during the planning, development and delivery of training to the client.
• Liaise with Cash Manager, Account Manager/Service Partners to address client concerns that arise during pre/post phases of training.
• Identify and implement opportunities for scheduling blended training utilizing webinars, and other training methods and tools.
• Promote and advance the use of self-education tools (i.e. Webinars, Resource Centre, etc.) to clients.
• Maintain/Develop training materials (i.e. Tip Sheets, User Guides, Training Plans, etc.) and make recommended improvements as necessary.
• Assist with the research and assessment and implementation of self-education tools for client training.
• All escalations and resolutions must be documented in C360 for reporting and trending purposes.
• Acts as a change agent by communicating changes/enhancements/new developments

What do you need to succeed?

Must-have:

• Client-facing experience preferably with RBC clients.
• Proven technical troubleshooting skills with specific systems.
• Demonstrated ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Bilingualism (English and French) required, as you will regularly serve our clients and do business with RBC partners and/or employees across Canada with English and French speaking needs.

Nice-to-have:

• Experience managing clients' relationships in a professional services environment.
• Strong analytical and problem-solving abilities with a track record of resolving complex issues.
• Understanding of risk assessment and mitigation strategies.

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.

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
• Leaders who support your development through coaching and managing opportunities
• Ability to make a difference and lasting impact
• Work in a dynamic, collaborative, progressive, and high-performing team
• Flexible work/life balance options
• Opportunities to do challenging work
• Opportunities to take on progressively greater accountabilities   
• Access to a variety of job opportunities across business and geographies WMUS

Job Skills

Additional Job Details

Address:

City:

Country:

Work hours/week:

Employment Type:

Platform:

Job Type:

Pay Type:

Posted Date:

Application Deadline:

Note : Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

I nclusion and Equal Opportunity Employment

At 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.

Join our Talent Community
Stay in-the-know about great career opportunities at RBC. Sign up and get customized info on our latest jobs, career tips and Recruitment events that matter to you.
Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at

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.