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Form of workJob Summary
Job Description
As an Operations Specialist, 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.
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
• Bilingualism (English and French) required, as you will regularly do business with partners across Canada
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
Nice-to-have
• Banking experience
Job Skills
Accountability, Analytical Thinking, Call Center Technologies, Client Base, Customer Interactions, Customer Success, Detail-Oriented, Due Diligence, English Language, French Language, Processing, Regulatory Requirements, Teamwork, Telephony-Based Customer Support Tools, Time EfficiencyAdditional Job Details
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Inclusion and Equal Opportunity Employment
At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.
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