What is the role?
As an Operations Officer, Regulatory Services, you will apply your subject matter expertise and be the first point of contact for RBC clients and business partners for complex/specialized operations and exception processing and/or complex/critical governance/regulatory requirements due diligence. You will provide consultative, value-added products and servicing/operational advice, insight and direction.
What will you do?
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
What do you need to succeed?
Must-have
Must be flexible to work within the business hours of 8am to 8pm EST, Monday to Friday
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
Nice-to-have
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.
A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation
Ability to make a difference and lasting impact which includes exposure to key decision makers throughout the organization
Work with a dynamic, collaborative, progressive, and high-performing team
Job Skills
Additional Job Details
2985 VIRTUAL WAY, SUITE 302:VANCOUVER
Vancouver
Canada
37.5
Full time
PERSONAL & COMMERCIAL BANKING
Regular
Salaried
2026-07-23
2026-07-30
Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above
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.
