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Job Description
What is the opportunity?
As an expert advisor, you proactively provide advice and enable clients to leverage RBC's cash management solutions, taking responsibility for clients' onboarding, activation and ongoing adoption of digital solutions. You develop and deliver on business priorities and improve the client experience through execution of sales plans to acquire new clients and recommend appropriate treasury services to existing clients. You also provide focused financial advice and solutions to meet the clients' business and financial goals, while partnering with Commercial Financial Services (CFS) team and other colleagues across RBC Financial Group to drive client loyalty and build long-term profitable client relationships.
***The role requires 25-50% travel across SWO***
Deliver an Exceptional Client Experience
- In conjunction with your Client Relationship Team (CRT) members, create exceptional client experiences by delivering value-added advice aligned to your expertise and the client's needs
- Act as the single point of contact throughout the cash management end-to-end onboarding process for complex solutions, partner with the CRT and follow up with clients to ensure an exceptional client experience
- Lead with a growth mindset and change readiness, focusing on what's possible to maximize client acquisition, growth and an exceptional client experience
- Understand, master and actively present new solutions to clients (e.g., Commercial virtual cards and supplier enablement, PayEdge, etc.)
- Collaborate with partners to make the most of every client interaction through seamless client contacts, documenting the client's goals and opportunities, meeting immediate needs in a timely fashion and taking action to solve and prevent problems
- Demonstrate digital IQ by building awareness and encouraging clients to fully leverage digital solutions on an ongoing basis to optimize their business's operations and supporting clients in their journey towards low-carbon transition as climate-related demands increase
- Take ownership and resolve client concerns and requests at first point of contact, escalate to your manager in a timely manner to ensure minimal impact to client experience. Record complaint, and inform clients about RBC's complaint handling process.
Acquire & Deepen Client Relationships: Win as One RBC
- Be a Trusted Strategic Advisor focused on acquiring and growing business by being attentive to client needs and aligning opportunities to the right CRT member or One RBC partner
- Demonstrate a One RBC mindset, build client loyalty and realize cash management growth priorities by collaborating with and seeking referral opportunities for BFS, NSS and other One RBC team members, to acquire and deepen relationships
- Deliver business results and grow market share and share of wallet, by growing and retaining existing business client relationships through insightful financial reviews to identify a broad range of solutions while and ensuring One RBC approach and alignment to the Home of Best Fit
- Collaborate with your respective CRTs (including RM, CBA, CSS & others) to develop a coordinated client contact strategy, ensuring future client needs are identified and solutioned and pricing is reviewed with the client regularly
- Follow-up post client onboarding to ensure clients understand and are using the services provided
Execution Excellence
- Be an active member of the CRT whose foresight in client contact and strategic relationship planning supports the coordinated approach by the full CRT for the benefit of the client relationships you support
- Speak up for and about inclusion, create the conditions where colleagues and clients' uniqueness is appreciated and valued
- Incorporate practice management routines to maximize pipeline management and contact effectiveness, collaborating with partners to succeed individually and as a team
- Use available tools to identify opportunities (e.g., Leads campaigns). Document interactions, clients' goals, opportunities and RBC strategies in Client Relationship Management (CRM) system (ie. SCM and then Client360 upon launch)
- Review activities and outcomes bi-weekly, monthly and quarterly to identify successes and items to refine. Proactively prepare for coaching meetings and monthly reviews
- Ensure skills/knowledge are up to date and meet the needs of clients served. Seek opportunities for coaching and capability growth
- Build the cash management capabilities of BFS and NSS partners by sharing best practices, coaching, mentoring and assisting colleagues for individual and team success
Doing What's Right: Manage Risk & Operational Effectiveness
- Take ownership of deep discovery in key moments of truth to understand client needs and provide advice on the appropriate solutions
- Take required measures to protect client information, be aware and respectful of client data privacy and preferences and obtain client consent when changing client preferences
- Use only electronic messaging channels approved and provided by RBC and the applicable RBC units when contacting clients
- Support partners in reviewing pricing within prescribed guidelines for cash management and Treasury Solutions; document exceptions
- Ensure pricing is reviewed at contract expiry and is reviewed with the client. Price strategically to maintain a balance of growing cash management revenue, client profitability and relationship building
- Follow all procedures including those related to changes in Borrower Risk Rating (BRR), anti-money laundering and fraud prevention
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.
- Ability to make a difference and lasting impact
- Work in a dynamic, collaborative, progressive, and high-performing team
- Opportunities to do challenging work
Job Skills
Client Acquisitions, Customer Experience (CX), Customer Relationship Management (CRM), Growing Market Share, ProfitabilityAdditional Job Details
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Inclusion and Equal Opportunity Employment
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We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.
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