Associate, Operations II

Job Description

What is the opportunity?

The primary purpose of this position is to perform complex daily tasks, and customer service support for specialized operation processes. In addition, resolve, or request information within RBC Business Units. You will address escalated questions independently seeking assistance from Team Lead or Manager as appropriate following established department procedures.

We are seeking detail-oriented and adaptable Associate-Operations Support to join our dynamic team. In this role, you will handle escalations, process critical payments, and support daily operations. This position offers exposure to diverse tasks, systems, and workflows, with opportunities to contribute to process improvements and team efficiency.

What will you do?

• Manage escalations and investigations promptly and effectively.
• Process beneficiary request as required for Royal Trust business
• Support a team of 5 members in completing daily tasks held within the team.
• Process bill payments, including CRA and Insurance transactions.
• Assist in balancing workloads between team members.
• Maintain and update procedural documentation to ensure accuracy.
• Utilize systems such as ServiceLink, ClientLink, Berton BankWires, BTS, and BTS GUI.
• Meet service level agreements (SLAs) and adapt to fluctuating workloads, including overtime during peak periods (quarterly busy cycles)

What do you need to succeed?

Must-have:

• Ability to handle multiple requests and prioritize effectively.

• Ability to demonstrate strong analytical, mathematical, exception-based processing skills
• Ability to understand and meet business daily support needs on an ongoing basis
• Ability to identify urgent requests and resolve them promptly
• Capacity to manage high volumes during peak times in a fast-paced environment.
• Willingness to work overtime as required to meet SLAs and handle high volumes.
• Strong customer service skills, with a commitment to a Client’s First attitude.
• Flexibility to cross-train and perform various duties within the team.
• Strong attention to detail (a must-have requirement).
• Ability to work independently and collaboratively in a team environment.

Nice-to-Have:

• Knowledge of mutual funds, settlements, and account reconciliation.
• High accuracy in processing, with a willingness to assist other team members.
• Comfort in addressing branch inquiries.
• Familiarity with BTS, JEFE, Berton, BTS GUI, ServiceLink, and Excel.

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
• Opportunities to do challenging work
• Opportunities to take on progressively greater accountabilities  
• Access to a variety of job opportunities across business

Job Skills

Additional Job Details

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

Our Employment Opportunities

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One 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.

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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com.

RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.