Service Associate

RBC

Dec 23

Applications are closed

Job
Full-time
Junior & Mid Level
Customer Relations
Banking & Finance
Toronto

Requirements

Must Have
Bilingual in both English and French, written and spoken
4 year degree from an accredited university or equivalent OR High school diploma or equivalent AND 3+ years of job-related experience
Minimum 1 year prior securities, banking, technology and/or job specific related industry experience
Exceptional relationship management and analytical skills. Ability to communicate and partner effectively with Front Office professionals (Investment Advisors, Assistants, Branch Administrators, Branch Managers), to research and resolve operations’ related matters
Comfortable with working independently and adhering to committed deliverables in a fast-paced, dynamic work environment
Nice to Have
Broad knowledge of Wealth Management Operations’ processes and/or products (New Accounts / Documentation, Account Transfers, Mutual Funds, QI / FATCA, Fees, Corporate Actions, Dividends / Interest processing, Payments, RESP, etc.)
Strong foundation in RBC WM’s operational systems, Broadridge BPS, ServiceLink, ClientSource, ClientView, ClientLink, etc.
Strong understanding of the Operations’ value chain, from new client onboarding, through to asset transfer-in, trade execution, asset servicing and client reporting.
Technical skills required – MS Access, MS Excel, MS PowerPoint at an intermediate to advanced level

Responsibilities

Subject Matter Expert for service escalation and problem resolution. Use extensive procedural knowledge and technical expertise of group functions for resolution, understanding full impact of the end-to-end process on sales, DS service cycle / client experience and Canadian Operations
Research inquiries, issues and concerns – “carry the baton” to obtain status updates, answers and solutions – providing a true Middle Office service to DS business partners
Advocate for strong Service Level Agreement performance and delivery through ongoing monitoring and coaching within the department and across Canadian Operations as required on behalf of DS personnel
Proactively identify and monitor group service quality performance gaps/trends against established SLA standards. Analyze root cause and recommend solutions/action plan. Provide advice and counsel for service quality efficiency and effectiveness and client care opportunities
Support the implementation of change process of business strategies, evolving interdependencies related to service quality, problem resolution and related initiatives with field impact or specific to the group
Leverage internal/external contacts to address/resolve issues/opportunities
Develop and enhance relationships with Service Partners (DS Offices and various departments across Canadian Operations) to enhance interdependency performance, ensuring equitable balance between service efficiency and effectiveness and the client experience

FAQs

What is the role of a Service Associate at RBC?

The Service Associate acts as a central point of contact and relationship manager for Dominion Securities Front Office personnel regarding operations matters, focusing on service quality, problem resolution, and operational inquiries.

What are the key responsibilities of a Service Associate?

Key responsibilities include serving as a subject matter expert for service escalation, researching and resolving inquiries, advocating for strong service level agreement performance, monitoring service quality gaps, and developing relationships with service partners.

What qualifications are required for this position?

Candidates must be bilingual in English and French, have a 4-year degree or a high school diploma combined with 3+ years of job-related experience, and at least 1 year of industry experience in securities, banking, or technology.

What skills are necessary for success in this role?

Essential skills include exceptional relationship management and analytical skills, the ability to communicate effectively, and comfort working independently in a fast-paced environment.

Is prior experience in Wealth Management Operations beneficial?

Yes, having a broad knowledge of Wealth Management Operations' processes and products is considered a "nice to have" for applicants.

What specific technical skills are required?

The position requires intermediate to advanced level skills in MS Access, MS Excel, and MS PowerPoint.

What are the working hours for this position?

The working hours are Monday to Friday, between the hours of 10 AM to 6 PM.

Where can the candidate be located while working in this role?

The successful candidate can work out of either Toronto or Montreal due to the hybrid work arrangement.

What benefits does RBC offer to its employees?

RBC offers a dynamic and collaborative work environment, opportunities for challenging work, and the ability to make a lasting impact within the community and the organization.

How does RBC approach diversity and inclusion?

RBC is committed to building inclusive teams and an equitable workplace, embracing diversity and tackling issues of inequity and systemic bias to support diverse talent.

RBC

Ideas Happen Here.

Finance

Industry

10,001+

Employees

1864

Founded Year

Mission & Purpose

Royal Bank of Canada is a global financial institution with a purpose-driven, principles-led approach to delivering leading performance. Our success comes from the 88,000+ employees who leverage their imaginations and insights to bring our vision, values and strategy to life so we can help our clients thrive and communities prosper. As Canada’s biggest bank, and one of the largest in the world based on market capitalization, we have a diversified business model with a focus on innovation and providing exceptional experiences to our 17 million clients in Canada, the U.S. and 27 other countries. Learn more at rbc.com. We are proud to support a broad range of community initiatives through donations, community investments and employee volunteer activities. See how at rbc.com/community-social-impact.