Operations Officer

RBC

Jan 9, 2025

Applications are closed

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

Requirements

Must-have:
Available to work Monday – Friday from 8am-8pm
A minimum of one year of client service experience
Ability to confidently take on high workload and call volume, while prioritizing and multitasking, with a commitment to delivering superior client experience
Proven interpersonal, communication and problem resolution skills
Nice-to-have:
Advice/Call Centre experience
Ability to navigate between multiple Windows-based application systems
Good working knowledge of RBC systems (ex: Linx, Host, Panther, Casper, Application Launchpad)
Proficiency in Microsoft Office
Fluency in both English and French language skills (reading, writing, and spoken)

Responsibilities

Provides consistent service within established benchmarks contributing to achievement of business Client Service Commitments (CSC’s)
Proactively identifies and recommends solutions to recurring errors and service gaps; acts as a referral point/Subject Matter Expert for sales and service employees
Takes ownership and accountability for the resolution of complex issues and concerns at the first point of contact; demonstrating a long-term perspective in addressing client concerns.
Manages incoming cases from across Fraud Management, regardless of location
Identifies service/operational inefficiencies and makes recommendations for value added enhancements to appropriate parties.
Proactively identifies and recommends solutions to recurring errors, service gaps and process efficiency and effectiveness enhancements; acts as a referral point/Subject Matter Expert for sales and service employees
Supports revenue growth by reducing revenue leakage and focusing on other opportunity spotting initiatives
Ensures that all cases are accurately tracked, reported and actioned according to business established guidelines
Ensures all authorities for the role (delegated authorities, SECAF, systems access etc.) are adhered to, reviewed and understood.
Ensures adherence to Global Information Risk Management framework and Global Compliance mandated policies and procedures.
Actively ensures that all cases are referred to the appropriate teams (such as Legal, Compliance, or CIS, amongst others) in order to minimize operational and reputational risk
Exercises due diligence in following operational risk policies, procedures, standards and guidelines.
Reviews all transactions/reports/documents to ensure compliance/adherence with policies/procedures/guidelines
Takes full accountability for quality and accuracy of day to day job responsibilities, tasks and activities ensuring a balanced focus on enhanced client experience, efficiency and effectiveness and operational risk
Employee language and behaviors support a client first mindset at all times.
Employee is aware of RBC Capabilities and partners with their manager to develop their skills and proficiency on designated capabilities identified for the role/business through Development Plan activities and career planning discussions
Employee utilizes strong negotiation skills in all dealings with Service Partners and/or clients
Employee actively participates in regular coaching routines and learning opportunities to improve their individual and team contribution. Ensures skills and knowledge are up-to-date and meet position requirements.
Employees understand and accept change as it relates to their role and commitment to enhance client experience.
Employees contribute to the overall success of the team by sharing ideas and best practices. Values and builds on ideas presented by others

FAQs

What is the job title for this position?

The job title for this position is Operations Officer.

What is the primary responsibility of the Operations Officer?

The primary responsibility of the Operations Officer is to manage and ensure compliance of mortgage and home line files from the approval until disbursement/activation of the file within the Home Equity Closing Center.

Is this position remote or on-site?

This position is hybrid, meaning it may require you to be on-site at times, while also allowing for remote work.

What are the working hours for this role?

The working hours for this role are Monday to Friday from 8am to 8pm.

What level of client service experience is required for this role?

A minimum of one year of client service experience is required for this role.

Are there any preferred qualifications for candidates applying for this position?

Yes, preferred qualifications include advice/call center experience, ability to navigate multiple Windows-based applications, good working knowledge of RBC systems, proficiency in Microsoft Office, and fluency in both English and French.

What kind of training does this position offer?

This position offers a world-class training program in financial services.

Is there an opportunity for career development in this role?

Yes, the role provides opportunities for career development through coaching and management support for employees to enhance their skills and advance their careers.

What is included in the Total Rewards Program for this position?

The Total Rewards Program includes bonuses, flexible benefits, and competitive compensation.

How does RBC approach diversity and inclusion in hiring?

RBC is committed to building inclusive teams and creating an equitable workplace for employees to bring their true selves to work, tackling issues of inequity and systemic bias.

How can candidates request accommodations during the recruitment process?

Candidates can request accommodations during the recruitment process by informing RBC if they need any specific assistance.

What is the application deadline for this position?

The application deadline for this position is January 20, 2025, with applications accepted until 11:59 PM on the day prior to the deadline.

RBC

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Employees

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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.