o Consistently demonstrate empathy, and kindness and take the time to understand circumstances, motivators, and concerns in all interactions with colleagues and clients o Deliver client-centric advice or solutions and proactively resolve client concerns at the first point of contacto Provide professional advice and education with an ability to evaluate credit and investment solutions, ensuring that recommendations are appropriate for client needs and financial circumstances.o Champion digital enablement by proactively educating our clients to self-serve, while leading with advice, serving through digital where possible, and encouraging our clients to interact with us in their channel of choice.o Implement effective contact and relationship-building strategies, that accelerate new business acquisition or client retention. o Onboard new clients.o Collaborate with mortgage, credit, and business banking experts to ensure clients receive customized and relevant expert advice.o Execute large volume limit increases, cross-border, and wire transfers.

o Serve clients by delivering exceptional customer service through completing credit card-related transactions and engaging in needs-based conversations.o Identify needs and provide tailored financial advice and solutions to clients, when possible, at the point of first contact.o Contribute to team sales results by listening and spotting opportunities to offer additional advice, introduce clients to the capability of RBC partners, or personally fulfill client solutions.o Understand & resolve client concerns, where possible, at first point of contact.o Educate and assist clients with using RBC digital capabilities.o Manage risks by adhering to compliance routines, processes, and controls to protect client and shareholder interests while completing transactions.

• Managed deployment of over 100 field technicians to ensure timely completion of assurance work, minimizing penalties.• Offered expertise in support of new IPTV product, decreasing complaints and attrition.• Created reporting for RRT Escalation Team activities to track high-level complaints.