Operations Specialist

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.

Responsibilities

• 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
• Assume ownership and accountability for the resolution of complex issues and concerns and provide 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, going beyond answering questions to identify issues
• Fulfill clients' needs at the first point of contact with incoming work received from sales and service partners through various channels: paper, email, 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 requires
• 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, email, on-demand, in order to complete tasks

Requirements

• 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)
• 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
• Ability to work with minimal supervision and deal with ambiguity
• Customer service-oriented, with a demonstrated concern for quality and promotion of collaborative teamwork
• Ability to work shifts within the hours of 8:00 to 16:30, Monday to Friday, with flexibility to work overtime

Benefits

• 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