Customer Service Operations Associate II
1 month ago
Position Overview
Role Summary
What is the opportunity?
As an Operations Associate II within the Mail & Distribution division, your primary responsibility will be to deliver processing and customer service support for intricate operational processes that are exception-based. You will manage activities such as sorting, inserting, and dispatching Trade Confirmations, Month-end Statements, and various Ad-Hoc Mailings promptly to ensure a positive experience for our clients. You will collaborate with different operational departments to investigate inquiries and resolve issues, aiming to provide a seamless service experience.
Key Responsibilities
- Deliver precise processing support for standardized and/or manual tasks within the Mail & Distribution sector.
- Ensure the utmost security and control of documents at all times while maintaining records of daily deliveries and pickups.
- Assist in the opening of mail and its distribution in accordance with Internal Controls.
- Support the team in all high-volume weekly/monthly mailings to meet established benchmarks and service level agreements.
- Thoroughly review, verify, and/or input data into the technology that supports departmental processes. Familiarize yourself with departmental procedures and accountabilities pertinent to your role, referring to departmental manuals for guidance.
- Provide customer service support for individuals needing research, problem resolution, or information from other operational departments, RBC Business Units, external clients, or industry participants. Address escalated inquiries independently, seeking assistance from supervisors or senior management as necessary, following established departmental protocols.
- Propose process enhancements and system modifications to mitigate risks or improve efficiencies. Participate in the testing and implementation of new systems and processes as required.
- Perform additional duties and responsibilities as assigned.
Qualifications for Success
Essential Requirements
- A 4-year degree from an accredited institution (or equivalent) OR a high school diploma (or equivalent) coupled with 2 years of relevant experience.
- Strong problem identification, analytical, and resolution capabilities along with proficient computer skills in Windows-based software applications. Effective skills in exception-based processing.
- Excellent verbal and written communication skills, outstanding customer service abilities, organizational skills, and meticulous attention to detail.
- Capacity to manage multiple priorities in a fast-paced, deadline-oriented environment.
- Robust teamwork and relationship-building skills, as success relies on collaboration with others.
Desirable Attributes
- Proficiency in MS Office applications, particularly Excel.
- Previous experience in banking operations or back-office functions is advantageous.
- Experience in process improvement and innovation.
What We Offer
We are committed to fostering an environment that encourages growth, collaboration, and innovation. Our focus is on delivering trusted advice to help our clients thrive and our communities prosper. We value each team member's contributions and strive to achieve mutual success.
- Supportive leadership that promotes your development through coaching and management opportunities.
- The chance to make a meaningful impact.
- Work within a dynamic, collaborative, and high-performing team.
- Opportunities to engage in challenging work.
- Possibilities to take on progressively greater responsibilities.
Core Competencies
Active Learning, Adaptability, Continuous Learning, Communication, Computer Proficiency, Critical Thinking, Customer Service, Data Entry, Mail Management, Office Administration, Operational Delivery, Organizational Skills, Prioritization, Process Improvement, Processing, Relationship Management, Research Skills, Team Collaboration, Time ManagementCommitment to Inclusion
At RBC, we embrace diversity and inclusion as essential components of innovation and growth. We are dedicated to creating inclusive teams and equitable workplaces where all employees can express their authentic selves. We actively address issues of inequity and systemic bias to support our diverse talent, clients, and communities.
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