Senior Client Service Representative

3 weeks ago

Toronto, Canada RBC - Royal Bank Full time

Job Summary

Job Description

What is the opportunity?

In this role, you will provide day to day service to Mid-Market and/or Coverage clients for all transaction related inquiries. You will be responsible for advising clients of trade discrepancies by researching and determining the best course of action. In addition, you will provide relevant and innovative solutions to build strong relationships with clients and operational service partners.

What will you do?

  • Understand the strategic plans of the custody clients and custody team in order to support the strategic plans of the Client Operations Group
  • Develop an advanced understanding of the culture and characteristics of the clients we service to successfully manage their expectations
  • Manage relationships with both internal operational units and clients and able to provide solutions or recommendations in order to attract and retain our clients' business
  • Ensure all agreed upon service level agreements are respected and complied
  • Ensure issues are validated and able to provide possible solutions or recommendations that are executed within the SLS. Success is measured by positive client satisfaction
  • Maintain and grow RBC network to support client needs
  • Build credibility with service/internal partners
  • Share business and product knowledge within RBC IS
  • Mitigate risk by complying with all policies and procedures
  • Ensures all daily deliverables are met in accordance with Service Level Agreements
  • Ensure Desk Operating Procedures captures all unique processes and able to provide recommendations to streamline processes and/or closure of any possible gaps
  • Follow escalation protocols

What do you need to succeed?

Must-have

  • In depth knowledge of Custody, OTC, and the Canadian Securities market.
  • Computer Literacy - Intermediate MS Office applications
  • Strong written and oral communication skills.
  • Analytical thinking skills
  • Collaboration skills

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.

  • Excellent exposure to communicate with various business partners and stakeholders in Investor Services Trust and within other platforms as appropriate
  • Working with an exciting, close-knit, supportive & dynamic group
  • Opportunity to collaborate with other business segments within the bank
  • Excellent career development and progression opportunities
  • A comprehensive Total Rewards Program including bonuses and flexible benefits
  • Competitive compensation

Job Skills

Active Learning, Adaptability, Business Appraisals, Critical Thinking, Customer Service, Decision Making, Effectiveness Measurement, Operational Delivery, Process Improvements

Additional Job Details

Address:

RBC CENTRE, 155 WELLINGTON ST W:TORONTO

City:

TORONTO

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

Wealth Management

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2024-05-07

Application Deadline:

2024-05-17

Inclusion and Equal Opportunity Employment

At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.
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We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.

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