Operations Specialist

Job Description

What is the opportunity?

As an Operations Specialist with the RESP, RDSP Registered Education Savings Plans (RESP)Registered Disability Savings Plan (RDSP)and TFSA ( Tax Free Savings Account Investment ) Investigations team, you will be responsible for the fulfillment and/or servicing of complex client transactions, using extensive knowledge of related RBC products and services. You will also assume ownership and personal accountability for resolution of any issues related to the specific group, function or process. You will act as a referral point for other team members for the applicable policy, process and procedure to support Client First and adherence to operational risk, compliance and AML (

Anti-Money Laundering) requirements.

What will you do?

• Act as a functional technical/product/operational expert (end-to-end process) and as the escalation/referral point of contact for sales and service environments
• Assuming ownership and accountability for the resolution of complex issues and concerns and provides value added input to ensure client experience is a key factor in day-to-day business processing
• Use problem solving tools and analysis techniques to break apart complex situations/problems in a systematic way, go beyond answering questions to identify issues
• Fulfill clients’ needs at first point of contact with incoming work received from sales and service partners through various channels: paper, e-mail; fax etc
• Work as an integral part of the team in introducing and educating people to new value-added approaches and follow established Coaching Routines and related activity to drive high performance and enhance client experience
• Continue reacting and adapting to changes as work required
• Process work volumes as measured through established service quality standards (e.g. Client Service Commitments) and work on several bank applications, e.g. sales platform; e-mail; on demand; in order to complete tasks

What do you need to succeed?

Must-have

• In-depth knowledge of RBC operations and related systems, including Microsoft applications and tools
• In-Depth knowledge of Investment Products (RESP,RDSP, and TFSA preferred) Registered Education Savings Plans (RESP)Registered Disability Savings Plan (RDSP)and TFSA (Tax Free Savings Account Investment)
• Must be within a commutable distance to one of our Centers
• Ability to work effectively under pressure and with tight deadlines, to maintain a superior level of customer service
• Proven effective analytical mindset and problem-solving skills
• In this role, you will communicate and interact frequently with RBC partners and/or employees located across Canada and/or worldwide.
• Ability to work with minimal supervision and deal with ambiguity
• Customer service orientated, with a demonstrated concern for quality and promotion of collaborative teamwork
• Ability to work shifts within the hours of 8h00 to 16h30, Monday to Friday, with flexibility to work overtime

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.

• Full-time RBC employee status with unlimited earning potential and full benefits
• Work with a dynamic, collaborative, progressive, and high-performing team
• Flexible work/life balance options
• Ability to make a difference and lasting impact

Job Skills

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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.