banking advisor

planificateur

représentant de services aux entreprises

représentant de commerce en services financiers

conseiller financier

Business Analysis and Facilitation Skills: 

Experienced in capital markets business analysis as an automation facilitator. Responsible for business analysis and worked in Foreign Exchange trading platforms. Experienced running the trading software “Fidessa” and generated reports. Experienced in financial accounting working with front, middle and back offices. 
•Responsiblefor drive the direction of automation across all the business verticals of Capital Markets particularly in those business verticals that do not have dedicated testing resources. 
•Responsible for the creation, execution of test cases based on business requirements to ensure quality delivery of software. Formulated, managed a defined automation processes as framework, coding standards, script structure and ensured all standards are met. Provided guidance on complex application development projects. Dealt with small to large development or maintenance projects with multiple function, multiple application projects with multiple interfaces and/or 3rd parties.
•Presented automation plan/approach, effort and schedules to the application team with long term goal/vision of functional automation to the application. Ensured planning and automation approach contains full vision of automation and potential for automating new functionality. Worked with developers/application team for maintenance and development projects ensuring all platform requirements are met to ensure automation scripts can run in the test environment. Analyzed projects, requirement documents to identify test requirements. Developed master/automation test strategy and plan. 
•Worked closely with developers to ensure that functional requires are understood and verify that the functional workflows of the automation scripts are in keeping with the functions being automated and flexible enough to be expanded for future automation efforts. Partners across IT and assigned business lines to test new or existing software in order to ensure requirements are met. Mitigated shortcomings of application documentation/ staffing shortages/ automation tool limitations to manage risk and prevent the failure of the testing initiative.

Quality Assurance Skills: 

•Managed the defined QA processes to ensure all standards are met. 
•Worked as QA representative on new application development or maintenance projects. 
•Worked with offshore team on QA deliverables and bridge the communication between QA offshore team and project teams, analyzed project or requirement documents to identify test requirements. 
•Coordinated/ documented actual test results & responsible for the end-to-end tracking of all issues found. Walked through the QA Test Results with automation analyst & communicated status to project leaders. Assisted in defect investigation & escalation. Provided back-up to other QA testing projects as required. Provided assistance to ensure business acceptance, user acceptance and system integration. Collaborated other IT areas to identify and improve testing tools and approaches. Provided expertise, direction, training and coaching to offshore staffs. Used QA software for defect management, regression, performance or automation testing. Deal concurrently with business demands and technological challenges while managing client expectations in a vertically integrated testing organization. Responsible for communication & leading offshore teams on QA deliverables. 
•Developed Master Test Strategy and Plan. Provided QA estimates to projects. Developed the Test Case documents according to the Master Test Plan. Walkthrough the QA Test Cases and the QA Test Plan with the QA Team prior to execution. Executed test cases. Coordinated/Documented actual test results and responsible for the end-to-end tracking of all issues found. Walkthrough the QA Test Results with the QA Team and communicate status to Project leaders. 
•Assisted in defect investigation and escalation. Provided input to QA metrics on all projects including defect rates and root cause analysis. Assisted Release Manager with department monthly metrics and PowerPoint presentations. 
•Participated in Change Advisory meetings if required. Partake in Work Intake Committee to provide weekly estimates to business units when required. Provided backup to other QA testing projects as required. 
•Provided the QA automation team with application functionality workflow. Contributed towards Target Test Automation Savings and Reuse. Used defined/new methodologies and software to test new technologies/ system functionality of simple to high complexity to ensure business acceptance, user acceptance and system integration. Collaborated with other areas within IT to identify and improve testing tools and approaches. Used software tools for defect management.
•Tested applications thoroughly to ensure that the risk of promoting changes to production are minimized. Identified quality issues to protect the production environment.
•Provided direction, expertise, feedback, coaching and development to build the capability of offshore teams. Enhanced skills and builds knowledge in all aspects of the organization, the business and information systems.

Systems/Tools used: 

IT Standards, Methodologies, Waterfall/Agile SDLC methodologies, CMM and audit requirements, Data Warehouse Environment, Knowledge of Teradata, Testing tools, Testing approaches/ methodologies, Automation approaches/ tools/workflows, SQL, QTP, HPQC, Software performance testing, Business line(s), business processes knowledge.

If you’re unsure about taking this call centre job, take this review with a grain of salt… 

I excitedly took this job as I was previously from a minimum wage position and they offered a higher salary, benefits right away and is a remote position. It’s really easy to get into this job, just have a background in customer service and show them how far you’ll go for customers. The process was just one video interview and they’ll call you back after a few days. 

Training was great, supportive peers, and great coaches. You’re trained for a few weeks and right after you’re put on the floor on your own. The good thing is they’re understanding that you’re new and don’t really pressure you into their metrics and compliance after a few months from training. 

They have people that will coach you in how you do your calls, specific lines and really emphasizing on showing care and connection to clients. While it doesn’t sound too bad, it gets really frustrating. You need to be very careful with the security and verification of client/staff ID as it is one of their biggest concerns with calls which results in a lengthy coaching. 

Now the part that caused me stress were the metrics, compliance and expectations after training. You need to meet their standards in order to have good bonuses and you’ll get a higher chance of getting shifts you want when it comes to their shift bidding system and moving around to different positions. Also the calls have a 4 second timer between each one so no breathing time for you. But some managers do understand that there are some calls that are difficult and will give you exceptions to take a breather.

You’re expected to be on call 93% of your shift, the remaining is a set of minutes each day that you can use for personal time or extending your break a little. If you miss your break because of a call and you want to take it afterwards, it will be taken out of your compliance or those ‘free’ minutes.

They encourage you to upsell products or offers on a clients profile, and that is a part of your stats as well. 

You’re expected to refresh the clients every few minutes if you put them on hold, if you don’t your average handle time will spike and they will coach you about that. 

They want you to really care about the client and empathize with them, ask them how they are and be personable with them, which is good…but the longer you talk with them, the more your times go up as well. 

Customer surveys are one of the biggest hitters for your stats, you’ll need atleast 10 all around in one customer survey to really give you good ratings. If a customer gives you a 10 on almost everything but gives you a 1 on hold time where it isn’t your fault, it’s still a bad survey on you.

During training and after, they love to encourage moving to different positions and building career. But it’s still within the retail/call center environment, you’re going to need really good connections and stats to move into different departments. 

Support as a new to role while working at  home is extremely frustrating. If you can’t find the answer you can ask team chats or other peers but they might not answer right away so you need to call the support number while putting the client on hold. The support team also has a waiting time which can vary depending on the time of the day and how busy their lines are as well. So if you care about your stats and hold times, you need to refresh the client every few minutes while waiting for support to pick up and you’ll need to have a very good excuse and reason to the client why you’re taking a while. 








Immense pressure put on each employee to complete various tasks. Your are expected to be cross trained on all jobs but not given the time to get properly trained. Targets get higher and higher year after year. 

Since i started i got trained on various jobs. I became a SMEE "Subject Matter Expert" as i was very good at learning jobs quick and helping out with training etc. With my title change came more responsibilities without a pay increase.

Management will tell you it's quality over quantity however RBC has implemented a tracking system with an average processing time. If you do not meet the average time you are penalized. The types of requests vary therefore it is really not fair. Some requests can take hours while some take 5 seconds. First off it causes employees to be less helpful, less careful & causes office drama. 

(example: one employee catches on to the system and skips long requests just to get a good rating which will get him/her a bigger bonus than other staff members)

I was a subject matter expert but was still expected to complete processing work because our team was understaffed. My manager was trying to hire more employees but upper management denied the requests. My department handled back office work, therefore it is all cost for RBC which is why they would deny hiring employees even though our work is months behind. 

Our team was even told not to worry about CSC dates from the regional manager which is basically the date where your request should be completed for the client. 

When i first started the business was running smoothly. The last year i was there many changes happened. Many innocent people with years of service were let go due to processing times. 

Felt more like military camp being timed every single task. Having to press start and stop at least 100 times a day. If you forget to stop your timer you basically lose money on your bonus. Going the extra mile for a client was not encouraged. Impossible to get help from other staff members as they do not want to waste time which will change their salary.

Once i heard the business say not to worry about client commitment dates i knew it was time to part ways. RBC makes over 10 billion dollars a year and that is because of the excellent service that was provided year after year thanks to the staff. Instead of finding other ways to meet their targets they decided to cut staff & basically make staff feel like it's a crime to even get up and go to the washroom for 2 minutes. 

My whole montreal office and even colleagues in Toronto had the same feelings. Many of my colleagues however were at an age where they feel like it's impossible to look for another job. (50+)

I didn't want to be surrounded by that day in day out. I can only see things getting worse. Think twice before applying at RBC.

A typical day at RBC would be either 3pm - 11pm at the contact centre or 9am - 5:30pm.

I'd come into work, turn my computer on.  Once on I'd open up outlook to check emails, view and manage my daily schedule.

At the contact centre level once I checked my emails and read any daily news and tips that were provided by RBC, I would open up all my tools and applications I would need for the day and would log into the Avaya system and assigned sales campaign to start taking calls.  I'd have two 15 minute breaks and one 30 minute lunch break for the day.  So for the entire day aside from breaks I would be on the phones taking outbound calls where the system (Avaya) would dial predetermined RBC clients targeted for the specific campaign I was calling out of.  I would contact anywhere from 40-60 clients a day and speak to them.

The main goals of the calls were to save and or make the client money so depending on the campaign I would try to help the client out by telling them the reason for the call, using my active listening to identify any opportunities for me to the RBC client out.  If I was successful in helping the client out I would take care of it myself over the phone or book an appointment if client preferred.  Through out my tenure at the RBC Royal Direct contact centre I would receive coaching and training as required by RBC. They would make sure their employees including myself were well trained with products and tools so when speaking to clients I would sound professional and knowledgeable.



During my time at the RBC branch I would start my day by coming in at 8:30am and turning on my computer and once again reading all my unread emails and checking my schedule with what face to face appointments I had with clients.  I would create and setup personal client folders for their appointments based on what the appointment was about and any other relevant information for them to go over.  If I didn't have a face to face appointment I would take the time to plan my next day, make follow up calls to clients and clients looking to potentially book an appointment.  I would also continue and/or finish administration work dealing with past client appointments including credit applications such as a credit line or mortgage or GIC/mutual fund purchases.  At the end of the day I would wrap up my sales and appointments by making end notes.

"I had the privilege of working at the Royal Bank of Canada (RBC), and I can confidently say it was an incredible experience." I was met with a warm and friendly atmosphere from the minute I joined the organization. RBC's work atmosphere is absolutely remarkable, and it has generated a spirit of friendship and teamwork among coworkers.

RBC's commitment to staff development and progress is one of its most notable features. Through various training programs, mentorship initiatives, and internal mobility choices, the bank offers numerous prospects for professional progress. This not only assists individuals in improving their abilities, but it also promotes a culture of constant learning and progress.
In addition, RBC places a high value on diversity and inclusion. The association praises the uniqueness of its representatives and advances a climate where everybody feels esteemed and regarded. I generally felt upheld and urged to carry my entire self to work, which fundamentally added to my general work fulfillment.

The leadership at RBC is admirable because they truly care about the success and well-being of their employees. They make it simple for anyone to approach them with ideas, concerns, or suggestions by encouraging an "open door" policy. A positive and empowering work environment is created when the management team actively responds to feedback and takes the necessary action.

The company's commitment to CSR is yet another noteworthy feature of RBC. The bank is heavily involved in numerous charitable and community initiatives. Being a part of an organization that places a high value on giving back to the community and having a significant impact on it is motivating.

Generally, my involvement with the illustrious Royal Bank of Canada was unbelievably satisfying. RBC is a great place to work thanks to its positive work environment, emphasis on personal development, dedication to diversity, and strong leadership. "I am truly delighted in working at RBC and would energetically prescribe it to anybody looking for a positive and compensating profession."

The Royal Bank of Canada, like ALL banks, turns not only their customers but also their employees into numbers.  It's all about what you can do for their bottom line.  Sell, Sell, Sell.  If you can get a customer in and out the door as quickly as possible and take their money for something at the same time, cha ching.. they happy!

I worked at the Royal Banks Contact Center in Moncton.  You become a pod person.  You have your little 4x4 section that you're plugged into.  It's a pretty slick system the Royal Bank has set up there.  Average talk time has to be below 5 minutes and you have to meet your talk time quota AND your selling quotas or it's bye baby goodbye.  Every second of your day is timed.  You can't be unplugged a second more than you're supposed to be.  

So what happens if you don't meet your quotas?  Coaching.  Their coaching is to help you be a High Achiever in selling... that includes selling little old ladies account packages way above what they need because you have to meet those sales targets.  Coaching on talk time "Say it like this...", and "Gently bring the conversation back to business when a customer gets chatty.".. and "Be friendly, but don't encourage social conversations."

If I could meet my talk time quotas, my sales suffered.  If I could meet my sales quotas, my talk time suffered.  No amount of coaching helped because I could not in good conscience sell something just for the sake of sales.  I was there to be of service to my customers, not the other way around.  So I was let go because I couldn't consistently meet the sales targets of the Royal Bank of Canada.  We're not talking a big miss either... we're talking very small differentials.

Too bad the big banks have made us all numbers.  Too bad the banks are so focused on taking every dime they can possibly squeeze out of you.  Too bad they have no soul.

  I begin my work in the morning with a 15 minutes routine.  During this 15 minutes, I will set up voice mail, review market updates, screen emails, review my appointment schedule, then I would set my goals for the day and prioritize them.  Then I will review each appointment and set up an agenda for both myself and the client for the objectives of the meeting, to identify opportunities to create more value and advice for my clients, any strategies that need to be implement.  For each appointment, I will wrap up the meeting in summarizing what was accomplished, and map out the next appointment to upsell additional services or products, or to maintain and strengthen the existing relationship.  During my blank space thorough the day, I will utilize the time to prepare credit applications, planning activities, connect with colleagues, and group partners to review client scenarios to maximize business opportunities, as well as to keep myself updated with changes in the industry.  
I have developed important skills that are crucial to drive success in any client facing business, such as strong interpersonal and relationship building, effective communication and problem solving skills.  I have a thorough and in-depth knowledge and understanding of banking products and services.  I have established strong network with different partners as I came to believe that working as a team will ultimately drive a greater success.  The hardest part of my job is maintaining a balance with work and family.  Sometimes, I can get overly ambitious and results driven that I forget to slow down.  The most enjoyable part of my work is being able to establish trust, build and maintain a strong relationship with my clients, receiving referrals from clients’ families and friends are the best accomplishments


I worked at RBC as a Cards Advisor, in the call center. The pay is good for what you do, but at the end of the day there was no real advancement. Their target system is not there to help you develop or grow in anyway, only to help the business. No matter how many times they tell you there is 'exceptions' to the rules, there isn't. When you finally do meet those targets and you attempt to leave the department, they make it nearly impossible unless you're going to another call center position. I finally gotten the chance to leave, my numbers were amazing, I won an award, but by the time management got around to sending my referral it was too late and my numbers were no longer good enough. (Numbers reset in November so I got dinged by the reset). I thought I would stick it out but my new manager was just a nightmare to deal with. She was never trained on how to be a manager and was just awful at her job. I couldn't stand it anymore and left. I will never go back. 

Especially these LTR ratings. They were never designed to help employees advance but just hinder them. Management is well aware of them as I personally brought it up with upper management but they refuse (or don't) want to acknowledge that they hurt employees more than help. They state they will look at 'other contributing factors' that is outside of the advisor's control, but they never do and it's never taken into consideration. 

Some pros though, they do treat their employees fairly decently. You do reserve the right to disconnect a call within reason and they stick up for your decisions.  There is a lot of support so you never feel alone. They once in a while will throw an appreciation day but it's on your own time and lunch time never provides enough time to get food and back.

Royal Bank of Canada is a great financial institution where the main focus are to help our clients and communities build a better future. I try to give each client the best service possible to make sure they leave the facility with a smile. Since my two years of work, I have invested my time in delivering quality products and services as well as making a difference in the communities that I serve. My shared values of service, teamwork, responsibility, diversity and integrity help me guide my behaviors and decisions toward the well-being of my clients. Everyday you face different situations concerning financial problems, administrative tasks as well as responsibilities, which help me gain professional skills.

The best part of the job would probably be creating a relationship with clients and knowing that they trust you to make the best decision for them and their financial future. It is all about trust and loyalty. 

Teamwork is extremely important for the reason that I have been a basketball player all my life and being part of a team with different personalities is always overwhelming. However, if you know how to interact and manage those diverse personalities you get something great. It is easier and more fun to work in a teamwork environment. Also, you not only learn from them but learn from yourself as well. In other words, how you manage certain situations and conflicts as well as how you can communicate and fix those issues.

Overall, it has been a great experience so far to be part of the Royal Bank of Canada team but I am now looking for new challenges where I can get more responsibilities as well as gain professional experience and skills.

Working at the Royal Bank of Canada was a rewarding experience. It allowed me to use my exceptional organization skills on a large scale within my branch, and to contribute to the productivity of RBC in the south western division as a whole. Many of my ideas and innovations were applied throughout the branches in Windsor. 

Working as a central teller I dealt with business clients, with a large variety of issues and concerns. I managed the needs of small business owners to large corporations. In addition to assisting my clients I was solely in charge of all monies processing through the branch on a daily basis. I was able to implement many time saving strategies as well as new technologies into the branch systems with ease. 
 
Working as a customer service representative I dealt with mainly personal clients. From simple tasks to large scale investigations I was the first point of contact on a daily basis. My passion for the job and my clients was apparent with each client I had, and I was commended on many occasions for my due diligence and personal attitude of compassion.

In the time I worked within the Royal Bank, I learned a great deal about how to assess a persons needs, current and future, based on a few moments of conversation. I exceeded my sales goals on a qaurterly to yearly basis, which contributed to the success of my branch as a whole. 

Within the branch I worked with a small team, and we worked together to raise eachother up. This teamwork was essential in our success. It is beacuse of this team attitude that we were able to successfully catch and prevent many fraudulent attempts, while always manitaining our goals of putting the clients first.

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