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Job Description
What is the opportunity?
Reporting to the Team Manager – CMO Maintenance will be responsible for the completion of Cash Management Products maintenances submitted by internal partners, particularly Token requests. This position has global responsibilities and is deadline driven. You will work in a dynamic environment where teamwork is crucial in order to attain SLA's (service level agreement).
Please note this is a Full time in office position helping to facilitate the fulfilment of RBC Express Token orders.
What will you do?
- Ensure maintenances requests are attend to as per established SLA (service level agreement)– 95% within 2 business days
- Ensure all information is updated and recorded in SCM (Sales and Contact Management – Microsoft Dynamics)
- Responsible for monitoring various applications (SCM - Microsoft Dynamics, Outlook, RightFax, RBC Express, Interview Browsers)
- Demonstrate “Client First Initiative” by being responsive to the needs of all areas in Cash Management Operations and working together to add value to the client
- Share responsibility for complete customer satisfaction both within the Cash Management Operations group and externally with our Service Partners.
- Identify gaps and areas of improvement, develop and implement changes to gain efficiency and be more effective Accept responsibility and ensure problem determination/resolution is handled promptly and efficiently and whenever necessary, assistance/escalation action is taken to resolve issues quickly.
- Applying due diligence when completing service requests and conducting investigations, identifying root cause and resolving it.
What do you need to succeed?
Must have:
- Bilingual in French and English
- Excellent communication skills.
- Keen attention to detail and quality
- Deadline-driven and results-oriented; able to meet consistently high quality standards while handling a variety of tasks and deadlines simultaneously
- Excellent knowledge and competency using Microsoft Office suite of products with a specific focus on Microsoft Excel.
Nice to have:
- Cash Management product knowledge
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.
- A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
- Leaders who support your development through coaching and managing opportunities
- Ability to make a difference and lasting impact
- Work in a dynamic, collaborative, progressive, and high-performing team
- A world-class training program in financial services
- Flexible work/life balance options
- Opportunities to do challenging work
#LI-POST
Job Skills
Adaptability, Communication, Customer Service, Decision Making, Detail-Oriented, Interpersonal Relationship Management, Operational Delivery, Problem Solving, Time ManagementAdditional Job Details
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