Top Benefits
About the role
Job Description
What is the opportunity?
Reporting to the Manager, Wire Payments. The incumbent is primary responsible for day to day support and Logging in of all inquiries monitoring all queues to ensure Service Level Agreements (SLA) are met on a daily basis delivering high quality processing services to all clients and other service partners where the main focus is accuracy, efficiency and timeliness for all inquiries received. All responsibilities carried out in accordance with Code of Conduct, RBC Values and Guiding Principles ensuring adherence to Privacy principles
What will you do?
- Responsible for timely and accurate logging in of all inquiries received via swift, emails, etc. ensuring all appropriate research are attached to the cases.
- Displays strong dedication to maintaining and improving the Quality of Service standards committed by Payments & Trade Operations.
- Responsible of conducting Investigations arising from inquiries received from business partners and/or clients.
- Accountable for authenticating clients for inquiries received by email to validate client accuracy and confidentiality of client information is kept in accordance with RBC Policy
- Provide feedback to management on an ongoing basis to improve efficiency and enhance client experience.
- Establish and maintain good working relationship with team members, clients and other service partners providing assistance and guidance as required.
- Responsible for the development of a continuous learning philosophy exemplified personally.
- Displays a strong commitment to teamwork, open communications and improving staff morale.
- Promotes an environment of open two-way communication, fostering group identity and teamwork through personal examples.
- Identify service gaps and initiate action to improve customer service and resolution process.
- Responsible for ensuring established benchmarks/Key Performance Indicators (KPI) are maintained through individual and team efforts.
- Display good judgement and decision making skills in dealing with investigations.
- Effectively communicate with Clients, Service Partners and Relationship Managers in handling and resolving inquiries.
- Comply with all regulatory requirements (LVTS, CPA/CBA, FED, SWIFT, etc.)
What do you need to succeed?
Must Have
- Strong investigation and problem solving skills
- Change management minded
- Good knowledge of CBA/CPA rules and swift standards, Tracing & Investigations and Payments & Trade related systems (DDA, OARS, Trade 360, TLM, SRF, IRIS, OnDemand, Intellitracs, Sales & Service Platform, etc.).
- Strong analytical, problem solving, organizational & decision-making skills
Nice to Have
- Knowledge of BBE & BFS products and Services
- Knowledge of BESS, IntelliTRACS, IRIS, OnDemand, Sales Platform applications.
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, 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
- A world-class training program in financial services
- Flexible work/life balance options
- Opportunities to do challenging work
#LI-Post
Job Skills
Active Learning, Communication, Critical Thinking, Customer Service, Operational Delivery, Process Improvements, Time Management
Additional Job Details
Address:
180 WELLINGTON ST W:TORONTO
City:
Toronto
Country:
Canada
Work hours/week:
37.5
Employment Type:
Full time
Platform:
TECHNOLOGY AND OPERATIONS
Job Type:
Regular
Pay Type:
Salaried
Posted Date:
2025-08-26
Application Deadline:
2025-09-05
Note**:** Applications will be accepted until 11:59 PM on the day prior to the application deadline date above
I****nclusion and Equal Opportunity Employment
At 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.
Join our Talent Community
Stay in-the-know about great career opportunities at RBC. Sign up and get customized info on our latest jobs, career tips and Recruitment events that matter to you.
Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com.
About RBC
Royal Bank of Canada is a global financial institution with a purpose-driven, principles-led approach to delivering leading performance. Our success comes from the 94,000+ employees who leverage their imaginations and insights to bring our vision, values and strategy to life so we can help our clients thrive and communities prosper. As Canada's biggest bank and one of the largest in the world, based on market capitalization, we have a diversified business model with a focus on innovation and providing exceptional experiences to our more than 17 million clients in Canada, the U.S. and 27 other countries. Learn more at rbc.com. We are proud to support a broad range of community initiatives through donations, community investments and employee volunteer activities. See how at www.rbc.com/community-social-impact.
La Banque Royale du Canada est une institution financière mondiale définie par sa raison d'être, guidée par des principes et orientée vers l'excellence en matière de rendement. Notre succès est attribuable aux quelque 94 000+ employés qui mettent à profit leur créativité et leur savoir faire pour concrétiser notre vision, nos valeurs et notre stratégie afin que nous puissions contribuer à la prospérité de nos clients et au dynamisme des collectivités. Selon la capitalisation boursière, nous sommes la plus importante banque du Canada et l'une des plus grandes banques du monde. Nous avons adopté un modèle d'affaires diversifié axé sur l'innovation et l'offre d'expériences exceptionnelles à nos plus de 17 millions de clients au Canada, aux États Unis et dans 27 autres pays. Pour en savoir plus, visitez le site rbc.com/francais
Nous sommes fiers d'appuyer une grande diversité d'initiatives communautaires par des dons, des investissements dans la collectivité et le travail bénévole de nos employés. Pour de plus amples renseignements, visitez le site www.rbc.com/collectivite-impact-social.
Top Benefits
About the role
Job Description
What is the opportunity?
Reporting to the Manager, Wire Payments. The incumbent is primary responsible for day to day support and Logging in of all inquiries monitoring all queues to ensure Service Level Agreements (SLA) are met on a daily basis delivering high quality processing services to all clients and other service partners where the main focus is accuracy, efficiency and timeliness for all inquiries received. All responsibilities carried out in accordance with Code of Conduct, RBC Values and Guiding Principles ensuring adherence to Privacy principles
What will you do?
- Responsible for timely and accurate logging in of all inquiries received via swift, emails, etc. ensuring all appropriate research are attached to the cases.
- Displays strong dedication to maintaining and improving the Quality of Service standards committed by Payments & Trade Operations.
- Responsible of conducting Investigations arising from inquiries received from business partners and/or clients.
- Accountable for authenticating clients for inquiries received by email to validate client accuracy and confidentiality of client information is kept in accordance with RBC Policy
- Provide feedback to management on an ongoing basis to improve efficiency and enhance client experience.
- Establish and maintain good working relationship with team members, clients and other service partners providing assistance and guidance as required.
- Responsible for the development of a continuous learning philosophy exemplified personally.
- Displays a strong commitment to teamwork, open communications and improving staff morale.
- Promotes an environment of open two-way communication, fostering group identity and teamwork through personal examples.
- Identify service gaps and initiate action to improve customer service and resolution process.
- Responsible for ensuring established benchmarks/Key Performance Indicators (KPI) are maintained through individual and team efforts.
- Display good judgement and decision making skills in dealing with investigations.
- Effectively communicate with Clients, Service Partners and Relationship Managers in handling and resolving inquiries.
- Comply with all regulatory requirements (LVTS, CPA/CBA, FED, SWIFT, etc.)
What do you need to succeed?
Must Have
- Strong investigation and problem solving skills
- Change management minded
- Good knowledge of CBA/CPA rules and swift standards, Tracing & Investigations and Payments & Trade related systems (DDA, OARS, Trade 360, TLM, SRF, IRIS, OnDemand, Intellitracs, Sales & Service Platform, etc.).
- Strong analytical, problem solving, organizational & decision-making skills
Nice to Have
- Knowledge of BBE & BFS products and Services
- Knowledge of BESS, IntelliTRACS, IRIS, OnDemand, Sales Platform applications.
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, 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
- A world-class training program in financial services
- Flexible work/life balance options
- Opportunities to do challenging work
#LI-Post
Job Skills
Active Learning, Communication, Critical Thinking, Customer Service, Operational Delivery, Process Improvements, Time Management
Additional Job Details
Address:
180 WELLINGTON ST W:TORONTO
City:
Toronto
Country:
Canada
Work hours/week:
37.5
Employment Type:
Full time
Platform:
TECHNOLOGY AND OPERATIONS
Job Type:
Regular
Pay Type:
Salaried
Posted Date:
2025-08-26
Application Deadline:
2025-09-05
Note**:** Applications will be accepted until 11:59 PM on the day prior to the application deadline date above
I****nclusion and Equal Opportunity Employment
At 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.
Join our Talent Community
Stay in-the-know about great career opportunities at RBC. Sign up and get customized info on our latest jobs, career tips and Recruitment events that matter to you.
Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com.
About RBC
Royal Bank of Canada is a global financial institution with a purpose-driven, principles-led approach to delivering leading performance. Our success comes from the 94,000+ employees who leverage their imaginations and insights to bring our vision, values and strategy to life so we can help our clients thrive and communities prosper. As Canada's biggest bank and one of the largest in the world, based on market capitalization, we have a diversified business model with a focus on innovation and providing exceptional experiences to our more than 17 million clients in Canada, the U.S. and 27 other countries. Learn more at rbc.com. We are proud to support a broad range of community initiatives through donations, community investments and employee volunteer activities. See how at www.rbc.com/community-social-impact.
La Banque Royale du Canada est une institution financière mondiale définie par sa raison d'être, guidée par des principes et orientée vers l'excellence en matière de rendement. Notre succès est attribuable aux quelque 94 000+ employés qui mettent à profit leur créativité et leur savoir faire pour concrétiser notre vision, nos valeurs et notre stratégie afin que nous puissions contribuer à la prospérité de nos clients et au dynamisme des collectivités. Selon la capitalisation boursière, nous sommes la plus importante banque du Canada et l'une des plus grandes banques du monde. Nous avons adopté un modèle d'affaires diversifié axé sur l'innovation et l'offre d'expériences exceptionnelles à nos plus de 17 millions de clients au Canada, aux États Unis et dans 27 autres pays. Pour en savoir plus, visitez le site rbc.com/francais
Nous sommes fiers d'appuyer une grande diversité d'initiatives communautaires par des dons, des investissements dans la collectivité et le travail bénévole de nos employés. Pour de plus amples renseignements, visitez le site www.rbc.com/collectivite-impact-social.