Associate, Operations II

Job Summary

Job Description

What is the opportunity?

You will assist clients with client transaction fulfillment. You will respond to client inquiries regarding bank products and services via phone or emaill; obtains and analyzes the validity of a customer's requests/complaints. You will resolve complaints from clients pertaining to banking services and provides follow-up calls when necessary. You will keep records of all customer interactions, including inquiries, complaints, actions taken, etc., as well as banking service transactions performed.

What will you do?

• Provide accurate processing support for standardized and/or manual processeswithin a specific Operations department. Accurately review, verify and/or record data into technology supporting department processes.
• Understand department procedures and required accountabilities in the area or department in which the
• incumbent works. Refer to department manuals for instructions and task assignments for the specific role
• Liaise and provide customer service support for individuals requiring research, problem resolution, or securing information from other Operation's departments, RBC Business Units, external customers or
• industry participants.
• Address escalated questions independently; seeking assistance from Team Lead or Manager as
• appropriate following established department procedures.
• Reduce risk by suggesting process changes or modifications as appropriate.
• Perform other duties and responsibilities as assigned

• 4-year degree from an accredited university or equivalent OR High school diploma or equivalent
• 2 years relevant work experience
• Ability to communicate effectively, both verbally and in writing
• Ability to demonstrate strong analytical, mathematical, exception-based processing skills
• Ability to handle multiple priorities in a fast paced and deadline driven environment
• Ability to understand and meet business daily support needs on an ongoing basis
• Demonstrated self-directedness in researching, analyzing, and solving problems
• Proficient computer skills in Windows-based software products including Word, Excel and Outlook
• Strong customer service, organizational skills, attention to detail and confidentiality

• 4-year degree from an accredited university in business, finance or related field
• ·1+ year business, finance, customer service and/or accounting/bookkeeping experience.

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
• 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
• Flexible work/life balance options
• Opportunities to do challenging work
• Opportunities to take on progressively greater accountabilities
• Access to a variety of job opportunities across business and geographies