As an Operations Officer, Regulatory Services, you will apply your subject matter expertise and be the first point of contact for RBC clients and business partners for complex/specialized operations and exception processing and/or complex/critical governance/regulatory requirements due diligence. You will provide consultative, value-added products and servicing/operational advice, insight and direction.

L’Équipe de vérification des renseignements clients recherche un Agent opérationnel. En mettant à profit votre savoir-faire afin de fournir au premier point de contact de judicieux conseils aux clients et aux partenaires RBC à l’égard des activités complexes/spécialisées et du traitement des exceptions ainsi que du respect des exigences complexes/de base en matière de diligence raisonnable et de gouvernance/réglementation. Agir comme collaborateur clé afin de favoriser la prestation d’une expérience client unique. Faire preuve d’assurance et inspirer la confiance en offrant des conseils à valeur ajoutée ainsi que de l’information et une orientation visant les produits, les services ou les opérations.

What will you do?

• Provide extensive end to end telephone support on complex highly regulatory products and processes for RBC clients and sales/operations partners
• Demonstrate a long-term perspective in addressing client concerns. Take ownership and accountability for crucial conversations and the resolution of complex issues which may be outside of policy/process/procedural guidelines in order to satisfy the client needs/client escalation, as applicable. Refer to manager where applicable in accordance with established client escalation protocol
• Focus on attaining established benchmarks for complex and specialized client activities, transactions and/or processes, contributing to achievement of business specific Client Service Commitments (CSC’s) and/or Service Level Agreement (SLA)
• Utilize deep knowledge and experience of diverse RBC products, process, service and support systems/applications required to process complex and/or specialized RBC client transactions and/or investigations
• Take full accountability for quality and accuracy of day to day job responsibilities, tasks and activities ensuring a balanced focus on client experience, efficiency and effectiveness and operational risk and compliance
• Maximize the use of technology available, maintain data integrity, document all relevant client service interactions in corporate memory and enable continuity of client service (including client de-markets) by documenting details of client interactions in most appropriate system (e.g. CART, TSYS etc.)
• Understand and accept change as it relates to the role and commit to continuous improvement and it’s alignment to achieve client and business strategies
• Engage and enable cross skilling, training and/or role hybridization activities on the team understanding the value and importance of continuous learning and an innovative workforce

What do you need to succeed?

Must-have

• Must be flexible to work within the business hours of 8am to 8pm EST, Monday to Friday

• 3+ years' experience in a call center environment

• Excellent organizational and communication skills

• Keen attention to detail

• Strong analytical skills and ability to analyze client files efficiently

• Requires fluency in French and English to serve our clients in the community with English speaking needs

Nice-to-have

• Banking experience

Job Skills

Additional Job Details

1 PLACE VILLE MARIE:MONTRÉALMONTRÉALCanada37.5Full timePersonal and Commercial BankingRegularSalaried2023-10-242023-12-23