As a Sales and Service Representative in RBC’s Moncton Contact Centre, Joe puts the client first.
“The environment is phenomenal,” comments Joe. “It’s light years ahead of where I worked previously.” Joe, looking for stability, consistency and career potential, accepted his current role after meeting his future colleagues. Not only can he count on them for support, he finds the monthly potluck lunch and “fun meetings” agreeable opportunities to socialize. Joe also enjoys teaming with coworkers across Canada and the US. “We have deep and immediate resources available at all times, whether it’s through direct managers, the national help desk or experienced specialists. The level of colleague care is excellent.”
Beginning with six weeks of intense classroom education, Joe’s training and development has been ongoing, gearing him up for his next challenge. “We’re all scheduled for personal development time to work individually on skills and knowledge upgrading through RBC’s learning management system. We also receive goal-setting and coaching sessions with our managers.” Mentors help provide support and managers give constant feedback. Peer recognition programs, rewards and bonuses are designed to encourage further development, while daily updates and workshops help ensure top-of-industry product awareness.
“I treat every call as if it were the first of the day. I challenge myself to do something the client isn’t expecting, such as when one client called to transfer funds – a simple transaction. We wound up discussing his service plan and reducing his monthly costs.” Even though he works in a call centre and has “Sales” in his job title, Joe is not pushed to focus solely on sales. “We look for solutions, focussing on how the client can benefit.”
Joe appreciates knowing his schedule two weeks in advance. With one young son and another child on the way, he’s able to take advantage of flexible scheduling to participate in family activities a nine-to-fiver would miss. “And even if I’m scheduled to work, RBC is quite flexible when an appointment comes up. I see so many examples of management accommodating individual needs.”
With the opportunity for advancement within the call centre and through RBC’s branch network, Joe sees a life career with RBC. He’s fascinated by financial services, and can see himself as a Team Leader or Client Experience Coach, or in a human resources role recruiting and training employees. Whatever path he chooses, Joe’s future looks bright. “I have a life I love, a son I love more than anything in the world and a job I love.”