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Collections Effectiveness Coach

Date Posted
7th February 2017
Banking & Financial Services
Job Type
Not Disclosed

Job Summary

In this role you will support team members to facilitate advancement through the RBC Collections Skills Coaching – Stairways to Success program and coaching ongoing skill development of assigned employees.

Job Description

What will you do?

  • Demonstrate commitment to Client First principles through effective observational coaching, active listening and modelling; ensures a superior client experience in every conversation.
  • Practice client focused coaching routines including on-the-floor observations, side-by-side coaching, role play and plug-ins to maximize employee development.
  • Coach each employee to successfully master targeted proficiencies and service capabilities in each skill defined in the Stairway to Success
  • Support change initiatives within teams and helps employees understand reasoning behind changes and connection to supporting business objectives.
  • Utilize effective coaching strategies to help employees attain goals through the Success Triangle – Qx2 = R (Quality + Quantity = Results).
  • Coach and model delivery of functional Collections activities, tactics and/or solutions based on identified client need and where appropriate, proactively identifies and provides additional solutions 
  • Observe employee’s abilities to understand and apply appropriate Collections, services, processes and procedures to accurately complete all client transactions and documentation and recommends accordingly


What do you need to succeed?


  • At least 3-5 years banking experience preferably in Collections (Remedial/Problem Loan Management)
  • Good understanding of delinquency management
  • Strong Leadership & Coaching skills
  • Proficient in core banking platforms e.g. RIBS, Bankway, Cards 400
  • Proficiency in Microsoft Office e.g. PowerPoint, Excel, Word etc.


Nice to Have

  • Diploma or degree in Banking or a related field would be an asset


What’s in it for you?

  • Opportunity to do challenging work
  • Leaders that support your development
  • Work in a dynamic and collaborative team
  • Ability to make a difference and lasting impact

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