What is the opportunity?

In this position, you will be accountable for providing high quality client service to an assigned group of fee clients and Fund Managers , through the management of day-to-day account activity, ensuring that client service is a priority when dealing with and responding to day-to-day queries and requests. The Client Service Representative (CSR) ensures a superior level of service is maintained at all times, shares knowledge of pending issues and escalates items where necessary to the line manager or the relevant CSM. Working in collaboration with Client Service Managers and other groups within Client Services and Operations, Client Service Representatives (CSRs) promptly resolve queries and assist in the development of solutions to address clients’ needs and or issues. In addition, they are accountable for ensuring all risk management and compliance policies are adhered to.

What will you do?

• Resolve and respond to Securities Trade Settlement inquiry; liaise with Fund Managers and internal business unites.
• Provide a high level of client service by responding promptly and accurately to daily client queries and requests regarding the administration of their accounts in accordance with established Service Level Standards. Respond to specific client requests received via email, Query Tracking System, telephone or mail in both French and English
• Resolve and or investigate all responses to queries, researching further information as appropriate and dealing directly with the client using a consultative partnership approach
• Anticipate issues and proactively work to address concerns before they escalate and ensure all issues are logged on the internal query tracking tools for proper resolution.
• Advise Manager Service Delivery of all significant issues, suggest resolution where possible and escalate to the CSM as appropriate
• Ensure all queries raised by Fund Managers, Clients and operational areas are responded to within time frames

What do you need to succeed?

Must-have

• Bilingualism (English and French) required, as you will regularly serve our clients and do business with RBC partners and/or employees across Canada with English and French speaking needs
• Strong verbal and written communication skills
• University degree in business administration, finance or equivalent
• Minimum of three years’ experience in Financial services industry (Global Custody/Investment Management/Fund Administration/Transfer Agency, or other relevant Financial Services experience)

Nice to haves

• Familiarity with Investor Services systems & platforms
• Recognized financial industry qualifications (i.e. Canadian securities course and/or IFIC)
• Experience in client management roles

What’s in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• Excellent exposure to communicate with various business partners and stakeholders in Investor Services and within other platforms as appropriate
• Opportunity to obtain hands-on experience throughout your role
• Working with an exciting, close-knit, supportive & dynamic group
• Opportunity to collaborate with other business segments within the bank
• Excellent career development and progression opportunities
• A comprehensive Total Rewards Program including bonuses and flexible benefits
• Competitive compensation

Job Skills

Additional Job Details

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Inclusion and Equal Opportunity Employment

At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.