Investigations Support Officer

3 weeks ago


Toronto, Canada Royal Bank of Canada Full time

**Come Work with Us**

At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.

Whether you’re helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.

**Job Title**

Investigations Support Officer

**What is the opportunity?**

The objective of the Investigations Team is to drive key priorities within Payments and Trade Operations (PTO), by ensuring we evolve into a dynamic, global, future-ready team. Our main focus is driving efficiency, and ensuring we are the most resilient payment provider for our global client base. Through ongoing training initiatives, will work together as a team in an effort to operate as an efficient, effective cross functional team.

Reporting to the Manager, Wire Payments. The incumbent is primary responsible for day-to-day support and Logging in of all inquiries monitoring all queues to ensure Service Level Agreements (SLA) are met on a daily basis delivering high quality processing services to all clients and other service partners where the main focus is accuracy, efficiency and timeliness for all inquiries received. **All responsibilities carried out in accordance with Code of Conduct, RBC Values and Guiding Principles ensuring adherence to Privacy principles**

**What will you do?**
- Displays strong dedication to maintaining and improving the Quality of Service standards committed by Payments & Trade Operations.
- Responsible of conducting Investigations arising from inquiries received from business partners and/or clients.
- Provide feedback to management on an ongoing basis to improve efficiency and enhance client experience.
- Establish and maintain good working relationship with team members, clients and other service partners providing assistance and guidance as required.
- Responsible for the development of a continuous learning philosophy exemplified personally.
- Displays a strong commitment to teamwork, open communications and improving staff morale.
- Promotes an environment of open two-way communication, fostering group identity and teamwork through personal examples.
- Identify service gaps and initiate action to improve customer service and resolution process.
- Responsible for ensuring established benchmarks/Key Performance Indicators (KPI) are maintained through individual and team efforts.
- Display good judgement and decision making skills in dealing with investigations.
- Effectively communicate with Clients, Service Partners and Relationship Managers in handling and resolving inquiries.
- Comply with all regulatory requirements (LVTS, CPA/CBA, FED, SWIFT, etc.)

**What do you need to succeed?**

**Must-have**
- Financial services experience
- Excellent written and digital communication skills
- Good knowledge of CBA/CPA rules and swift standards, Tracing & Investigations and Payments & Trade related systems (DDA, OARS, Trade 360, TLM, SRF, IRIS, OnDemand, Intellitracs, Sales & Service Platform, etc.).
- Strong analytical, problem solving, organizational & decision-making skills

**Nice-to-have**
- Knowledge of BBE & BFS products and Services
- Previous experience in Investigations
- Sense of Urgency
- Responsible for ensuring established benchmarks/Key Performance Indicators (KPI) are maintained through individual and team efforts.
- Positive mindset and Can-do attitude
- Highly adaptable to change
- Proven ability to handle stress and lead by example
- Excellent decision-making skills
- Technical aptitude

**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.
- Leaders who support your development through coaching and managing opportunities
- Ability to make a difference and lasting impact
- Work in a dynamic, collaborative, progressive, and high-performing team
- A world-class training program in financial services
- Flexible work/life balance options
- Opportunities to do challenging work

**Job Summary**

**Address**:
TORONTO, Ontario, Canada

**City**:
CAN-ON-TORONTO

**Country**:
Canada

**Work hours/week**:
0

**Employment Type**:
Part time

**Platform**:
Technology and Operations

**Job Type**:
Casual

**Pay Type**:
Salaried

**Posted Date**:
2023-04-03

**Application Deadline**:
2023-04-05

**I**nclusion** 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 a



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