Amanda is a Client Assistance Officer in Surrey, British Columbia. Her main focus is enhancing and improving the banking experience for RBC clients.
As a full-time student looking for a part-time job, Amanda took a friend’s advice and began working for RBC as an hourly Client Service Representative (CSR). In the intervening three years, she applied for a fixed-hour part-time arrangement with another branch, advanced to full-time Client Service Representative and was promoted to an assistant service role. “I learned quickly and was given the opportunity to grow, filling in for managers when needed.” In recognition of her efforts, Amanda was approached to take on her current responsibilities – a new role in a new Surrey branch.
Amanda’s managers and RBC as a whole have helped her along the way. “I’ve always had a great manager who was flexible, understanding and accommodating. My manager identified my strengths and recognized my potential for administrative tasks and client service projects.” She considers RBC training the best, “bar none”, with six weeks of thorough training for all new CSRs. Initial and ongoing training includes classroom, workshop, mentorship and even field trip initiatives. “In fact, I’ve been offered jobs at other banks as soon as they learn I’m with RBC! That’s our reputation.”
“When I started in this branch, the manager told me that employees knew clients by name. That impressed me. Now I feel I’m at that point too.” Amanda ensures everything’s ready for when clients walk through the door at branch opening – by which time she’s at her desk at the front, greeting and helping. “When a client requests a meeting or someone identifies an opportunity to discuss financial solutions, we act immediately to ensure either an on-the-spot meeting or a booking. We never turn a client away.”
Amanda also takes a personal interest in her clients: for example, mailing a bon voyage card to a client who had recently bought travel insurance. She cites another example of going beyond the requirements of a job description. “A while ago, we had an elderly client who came into the branch daily, trying to withdraw money she did not have in her account. We were concerned, and helped her work with her social agency to get her pension increased and to arrange subsidized housing.”
“I love the business. I love the company.” The way Amanda sees it, RBC offers a lot of rewards and tons of opportunities – goals are clearly established, process improvement is encouraged, and branch-nominated individuals regularly lunch with the Regional Vice President (RVP) each quarter (“we get a half-day with the RVP, plus a free lunch!”). Amanda is interested in coaching and sees a future with her in a management or leadership role. But she’s also interested in Human Resources. At RBC, her future’s in her own hands.