• Complete personal banking transactions efficiently and accurately.• Follow escalation process, exercise good judgment in balancing client reimbursement.• Proactively recommend digitally enabled solutions I.e. Online banking, ATM, mobile, etc.• Achieve sales results that reflect a balanced product mix through use of Offers and financial advice• keep up-to-date on the authorities, policies, procedures, controls and regulations:• Adhere to Anti-Spam Compliance (CASL) policy when sending electronic messages; the Foreign Account Tax Compliance Act (FATCA) regulations / Canada Income Tax Act.• Keep up to date on relevant communications including changes to RBC policy and procedures • Adhere to policy and procedures for all client interactions to eliminate/reduce errors and mitigate fraud/sundry losses• Maintain proficiency and accreditation requirements of your role and continue to build proficiency to achieve future career • Deliver an exceptional client experience (Top Box) that ensures client needs are met by proactively providing clients with quality advice, problem resolution and prevention• Make the most of every interaction by responding to immediate needs, identifying additional needs, reviewing financial wellness, recognizing changes in their business, providing advice and digitally enabling clients

• Understand Visa Core Rules and Visa Product and Service Rules- Chargebacks and Disputes• Understand Cardholder Benefits by Product Type • Work in a statistically driven environment, measured by call quality and call productivity goals.• Ability to quickly adapt to change, multi-task & demonstrate effective problem solving attributes.• Excellent written and verbal communication in English and French.• Create a legendary customer experience at every interaction and contribute to the ongoing improvement of the overall customer experience.• Complete financial transactions such as deposits, withdrawals, bill payments and/or other account transactions for customers in an accurate and efficient manner.• Ensure the customer area is professional and inviting in appearance.• Ensure customer problems are handled appropriately, escalating issues when necessary.• Contribute to a positive working environment.• Actively participate in regular meetings and coaching sessions.• Engage customers in conversation to understand and meet their current and future financial needs by proactively providing them with advice and appropriate products and services.• Contribute to the achievement of business objectives by meeting or exceeding individual sales & referral goals.• Be knowledgeable of and comply with Bank and industry codes of conduct and with securities laws and regulations• Ensure necessary due diligence to support the accuracy of all customer transactions• Be knowledgeable in PC programs

• Maximize sales volume.• Maintain visual presentation standards• Demonstrate effective written and verbal communication skills.• Manage time and prioritize tasks.• Ensure customer service is the #1 priority.• Follow all customer service guidelines.• Demonstrate professional image and conduct.• Follow specific divisional dress code policy.• Works as a member of a team to accomplish goals set forth in the store.• Follow all company policies and procedures. • Take direction and complete assigned tasks and responsibilities. VISUAL PRESENTATION• Maintain store appearance to reflect division standard.• Replenish merchandise on a timely basis.• Have knowledge of the store merchandise.• Have knowledge of sales floor and stockroom organization.