Bilingual Customer Service Agent, Burlington

Job Description Fluency in both English and French is required for this position.

What is the opportunity? As a member of the Portfolio Administration Team, you will provide superior client service and resolution at the first point of contact for RCAP clients and sales/service partners for all related policy and procedures. The role also acts in an advisory capacity, providing information and insight/advice to other service partners and third parties for more complex issues and escalates when appropriate.

What will you do?

Use multiple systems and technology applications to provide an efficient and effective single point of contact for clients and service partners/third parties relative to technical or procedural support for RCAP products/services.

Draw on in-depth organisational experience and product knowledge to act in an advisory capacity for service partners regarding products and services as well as systems/applications navigational support to ensure a positive client experience.

Resolve complex and/or unique issues and assume accountability to inform, engage and/escalate to the appropriate departments for resolution.

Maintain a proactive approach, ensuring ongoing or recurring problems relative to technology applications and/or product/process issues are documented and investigated, recommending solutions whenever possible.

Work to identify specific client care problem sources through effective listening, probing and clarifying and refer to the appropriate department/functional environment for resolution.

Answer calls and email inquiries as per established Grade of Service and/or service quality standards ensuring all targets are met.

What do you need to succeed?

Strong knowledge of Ambit, MS Office (Excel and Word), ECM, Express OS.

Strong knowledge of lease, financing and ancillary documentation.

Superior understanding of PPSA laws across the country.

Excellent negotiation skills.

Excellent written and verbal communication skills.

Excellent organisational skills and the ability to effectively manage time and priorities; strong ability to multitask.

Detail–oriented and able to understand the terms and conditions of the contracts.

Ability to work well within a team and independently.

Bilingualism (English and French) required, as you will regularly serve our clients with English and French‑speaking needs.

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.

Ability to make a difference and lasting impact.

Work in a dynamic, collaborative, progressive, and high‑performing team.

Opportunities to do challenging work.

Job Skills Communication, Critical Thinking, Customer Service, Interpersonal Relationship Management, Operational Delivery, Process Improvements, Time Management.

Additional Job Details

Address: 5575 North Service Rd, Burlington

City: Burlington

Country: Canada

Work hours/week: 37.5

Employment Type: Full time

Platform: Personal&Commercial Banking

Job Type: Regular

Pay Type: Salaried

Posted Date: 2026-05-21

Application Deadline: 2026-06-22

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

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