Billingual Operations Representative

Job Description

What is the opportunity?

Part of a team that is responsible for the ownership of end-to-end problem resolution for ATM's, VMS client/ Account manager support. Accounting Services activities and functions related to Accounts Receivable and Journal Entry as a Service. The role serves as the key liaison and point of escalation between business partners for problem resolution, service quality activities and related initiative implementation. Acts as Centre Expert for client and partner care issues ensuring identification of continuous improvement opportunities, development of action plans and solutions through established metrics and reporting processes.

What will you do?

• ATM carts nationally, to be completed within SLA, working in collaboration with the 9 CSC’s.
• First point of contact for all English and/or French support to execute on all centralized tasks for Cash Services Centre nationally, acting as a help desk for escalations providing telephone, email, and/or fax support (i.e. profile creation, login issues, cash order inquiries including missing parcels, late orders or discrepancies, investigations, etc.).
• Administrative desk for daily activities (i.e. foreign order edits, coin desk, etc.) for all Cash Services Centre platforms (i.e. HSCP, Compass VMS, Compass Midas, etc.), including end of day (i.e. closing, shift end, daily activity, etc.).
• GL reconciliation National support
• Invoice support

• Deliver an exceptional client experience by identifying the root cause of problems presented, and by educating the client and taking necessary reasonable steps to mitigate similar issues from arising again.
• Escalate client concerns as appropriate to various partners such as Banking, IT, ACC's, and Compliance teams within Cash Services, in a timely manner while keeping stakeholders informed of next steps.
• All responsibilities will be carried out in accordance with the RBC Code of Conduct, RBC Values, and Our Leadership Model and ensuring adherence to Privacy principles.
• Incumbent will ensure our Key Performance Indicators are met by complying with all SLAs as established by the business
• Adhere to Escalations protocols when required to minimize/avoid negative client impact/experience
• Completion of all learning activity by the required date identified through onboarding and training process
• Participate in creating/maintaining a positive team environment where team members give each other support and promote good morale and cooperation. Responsible for ongoing personal development and information sharing.

What you need to succeed?

Must Have

• It would be strongly preferred for candidates to be bilingual in English and French.
• 1-2 years of operational experience in the financial industry
• Sound knowledge of MS Suite products, Outlook, ability to navigate through several programs simultaneously
• Knowledge of the Cash Services Centre's systems, platforms, and its functionality
• Proven self-starter: can operate under ambiguity and work on tasks independently

Nice to Have

• Knowledge of GL reconciliation. 
• Knowledge of ATM cart completion
• Knowledge of IRIS, ATF, AML Sales Platform
  
  

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

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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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.