Job Description
What is the opportunity?
This role supports RBC Investor Services (IS). The service desk support team delivers a consistent, high quality client experience by providing prompt, effective, and knowledgeable responses to all client inquiries, issues and complaints while aiming to achieve 1st time resolution. This role specializes in solutions for RBC One (our main client portal) using our internal CRM tool. Through a disciplined approach to data capture, reporting and analysis this role helps drive the evolution of the RBC IS client service model while maintaining the critical components of the RBC IS data foundation.
What will you do?
- Act as the first line of internal support for our specific web portals, largely RBC One, our main client access point.
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Participate in PIV testing activities. Typically scheduled in the evening or on weekends.
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Deliver a consistent, high quality client experience by providing prompt, and knowledgeable responses to all client inquiries while aiming for 1st time resolution.
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Log all interactions enabling accurate and timely trend analysis driving the evolution of the client service model.
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Act as the coordinator for more complex enquiries ensuring that the client is paired with the right RBC IS internal resource(s), monitors the resolution throughout the client journey through to completion. This may involve escalation to application custodians.
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Guide clients through our digital and self-serve capabilities, utilizing internal subject matter experts as required, through an omni-channel client contact solution including phone, email, chat and video chat.
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Effectively escalate issues and/or complaints to ensure timely resolution.
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Help transform the capabilities of the service desk team while enhancing the client experience by driving requirements, executing user acceptance testing, and participating in pilot programs as part of the RBC IS evolution.
What do you need to succeed?
Must Haves
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1– 2 years of related client service experience preferably in financial services
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Salesforce experience or similar CRM
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University or College degree
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Excellent verbal and written communication 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.
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Excellent exposure to communicate with various business partners and stakeholders in Investor Services and within other platforms as appropriate
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Working with an exciting, close-knit, supportive & dynamic group
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Opportunity to collaborate with other business segments within the bank
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Excellent career development and progression opportunities
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A comprehensive Total Rewards Program including bonuses and flexible benefits
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Competitive compensation
Job Skills
Client Portal, Client Portal, Client Service, Collaboration, Communication, Critical Thinking, Customer Experience (CX), Customer Relationship Management (CRM), Customer Relationship Management (CRM) Software, Data Administration, Database Structures, Databasing, Data Modeling, Data Movement, Data Quality, Data Validation, Detail-Oriented, Financial Services, Group Problem Solving, Information Capture, Oral Communications, Salesforce (Software), Standard Operating Procedure (SOP), Teamwork, User Acceptance Testing (UAT) {+ 1 more}
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:
2026-06-23
Application Deadline:
2026-07-08
Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above
Compensation for this position (including salary and discretionary/variable payments) will be determined by factors, including but not limited to candidate's experience, skills, registration status, performance, individual goals, market conditions, and business needs.
Pay Range
The expected pay range for this position is:
$46,000.00 - $70,000.00
The pay range provided is for the primary work location referenced in the Additional Job Details section of this job posting. Pay ranges may differ based on location. If the posting lists multiple job locations, a recruiter can confirm availability of the role and the relevant pay rage for the additional locations listed. RBC supports pay transparency and we strive to ensure all pay ranges are competitive, fair, and equitable.
You have the potential to earn RBC's discretionary variable compensation program which gives you an opportunity to increase your total compensation, provided that business meets its performance targets and you meet your individual goals.
Our Employment Opportunities
At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One RBC. We believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.
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RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.
