Friday, March 19 2010

RBTT has taken one step further to improve the experience of its clients and employees through the introduction of the RBC Ombudsman.

During a three-day visit to RBTT’s head office in Port-of-Spain, the RBC Ombudsman Wendy Knight, sought to bring clarity to the role and function of her office. The Ombudsman acts as a mediator in complaints/issues raised by clients and employees and is now accessible to RBTT employees and clients across the Caribbean.

According to Knight, the Ombudsman “is not an advocate for either party to a dispute.”

Rather, the Ombudsman is supported by a team of dispute resolution professionals who provide the transparent, confidential and neutral environment for parties to openly discuss an issue/concern with a view to coming to a mutually beneficial and acceptable resolution.

The Office of the Ombudsman also recommends changes from time to time to the organisation to improve client and employee experiences, a statement from RBTT Financial Group said yesterday.

During her meetings, the RBC Ombudsman outlined how clients and employees could benefit from utilising this voluntary service. She also had an opportunity to meet with the senior leadership of RBTT and paid a courtesy call on the Financial Ombudsman of Trinidad and Tobago, Ann Marie Narine.

She described her meetings as “welcoming and extremely informative” as she sought to gain an appreciation for RBTT’s current business and operational realities, and its marketplace.

RBTT will continue to work closely with the RBC Ombudsman and her team, as it seeks to establish the Bank as the Employer of Choice and the leading financial services institution in the Caribbean.