Operations Officer – Regulatory Services

Provide extensive end to end telephone support on complex highly regulatory products and processes for RBC clients and sales/operations partners
Demonstrate a long-term perspective in addressing client concerns.
Take ownership and accountability for crucial conversations and the resolution of complex issues which may be outside of policy/process/procedural guidelines in order to satisfy the client needs/client escalation, as applicable.
Refer to manager where applicable in accordance with established client escalation protocol
Focus on attaining established benchmarks for complex and specialized client activities, transactions and/or processes, contributing to achievement of business specific Client Service Commitments (CSC’s) and/or Service Level Agreement (SLA)
Utilize deep knowledge and experience of diverse RBC products, process, service and support systems/applications required to process complex and/or specialized RBC client transactions and/or investigations
Take full accountability for quality and accuracy of day to day job responsibilities, tasks and activities ensuring a balanced focus on client experience, efficiency and effectiveness and operational risk and compliance
Maximize the use of technology available, maintain data integrity, document all relevant client service interactions in corporate memory and enable continuity of client service (including client de-markets) by documenting details of client interactions in most appropriate system (e.g. CART, TSYS etc.)
Understand and accept change as it relates to the role and commit to continuous improvement and it’s alignment to achieve client and business strategies
Engage and enable cross skilling, training and/or role hybridization activities on the team understanding the value and importance of continuous learning and an innovative workforce

• 2+ years' experience in a call center environment
• Excellent organizational and communication skills
• Keen attention to detail
• Strong analytical skills and ability to analyze client files efficiently
• Banking experience

Demonstrates expertise in providing end-to-end telephone support for complex regulatory products, ensuring high-quality client interactions and adherence to service level agreements. Possesses strong analytical skills and a commitment to continuous improvement in client service processes.

• Call Center Experience
• Client Escalation Management
• Regulatory Compliance
• Analytical Skills
• Banking Experience

• Client Service Support
• Data Integrity Management
• Transaction Processing
• Issue Resolution
• Quality Assurance

• Organizational Skills
• Communication Skills
• Attention to Detail
• Ownership and Accountability
• Adaptability

• Regulatory Products
• Service Level Agreement
• Client Service Commitments
• Operational Risk
• Continuous Improvement

• CART
• TSYS