Field Service Group Associate
Top Benefits
About the role
What is the opportunity?
The primary purpose for this position is to provide field and client-facing customer service and support. You will assist and provide accurate information to clients and field users and will keep diligent records of all interactions. They will need to maintain queue and hold time standards. This individual will be responsible to keep current on changes to business processes and the technology that impacts the clients and field users they support.
What will you do?
- Provide accurate information on business processes that the associate supports. Accurately record and escalate product, operational, or technology issues to the appropriate owner. Understand required accountabilities in the area in which the Associate works. (60%)
- Research, respond, and follow-up with assistance from other team members as required to questions from field users, external clients, Operations, and other RBC Business Units. Associate will draft basic knowledge articles, as well as make changes and update for review by leaders. (20%)
- Escalate questions to the appropriate senior associates within FCSS. (10%)
- Reduce risk by suggesting process changes or modifications as appropriate. (5%)
- Perform other duties and responsibilities as assigned. (5%)
What do you need to succeed?
Must-have
- 4-year degree from an accredited university in business, finance, or related field or equivalent or High school diploma AND 1+ year of job-related experience
- Ability to communicate effectively, both verbally and in writing
- Ability to understand and meet business daily support needs
- Ability to work efficiently and accurately with minimal supervision
- Ability to work independently and within a team environment
- Ability to work well and maintain composure under pressure
- Ability to effectively deal with difficult people, situations and/or conflict
- Strong customer service, organizational skills, attention to detail and confidentiality
- Basic computer skills in Windows-based software products including Word, Excel and Outlook
Nice-to-have
- Salesforce contact management experience.
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 include competitive compensation and flexible benefits, such as 401(k) program with company-matching contributions, health, dental, vision, life, disability insurance, and paid-time off.
- 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.
- Opportunities to do challenging work.
- Opportunities to build close relationships with clients.
The expected salary range for this particular position is $45,000-$75,000, depending on your experience, skills, and registration status, market conditions and business needs.
You have the potential to earn more through RBC’s discretionary variable compensation program which gives you an opportunity to increase your total compensation, provided the business meets its performance targets and you meet your individual goals.
RBC’s compensation philosophy and principles recognize the importance of a highly qualified global workforce and plays a critical role in attracting, engaging and retaining talent that:
- Drives RBC’s high-performance culture
- Enables collective achievement of our strategic goals
- Generates sustainable shareholder returns and above market shareholder value
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.
Field Service Group Associate
Top Benefits
About the role
What is the opportunity?
The primary purpose for this position is to provide field and client-facing customer service and support. You will assist and provide accurate information to clients and field users and will keep diligent records of all interactions. They will need to maintain queue and hold time standards. This individual will be responsible to keep current on changes to business processes and the technology that impacts the clients and field users they support.
What will you do?
- Provide accurate information on business processes that the associate supports. Accurately record and escalate product, operational, or technology issues to the appropriate owner. Understand required accountabilities in the area in which the Associate works. (60%)
- Research, respond, and follow-up with assistance from other team members as required to questions from field users, external clients, Operations, and other RBC Business Units. Associate will draft basic knowledge articles, as well as make changes and update for review by leaders. (20%)
- Escalate questions to the appropriate senior associates within FCSS. (10%)
- Reduce risk by suggesting process changes or modifications as appropriate. (5%)
- Perform other duties and responsibilities as assigned. (5%)
What do you need to succeed?
Must-have
- 4-year degree from an accredited university in business, finance, or related field or equivalent or High school diploma AND 1+ year of job-related experience
- Ability to communicate effectively, both verbally and in writing
- Ability to understand and meet business daily support needs
- Ability to work efficiently and accurately with minimal supervision
- Ability to work independently and within a team environment
- Ability to work well and maintain composure under pressure
- Ability to effectively deal with difficult people, situations and/or conflict
- Strong customer service, organizational skills, attention to detail and confidentiality
- Basic computer skills in Windows-based software products including Word, Excel and Outlook
Nice-to-have
- Salesforce contact management experience.
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 include competitive compensation and flexible benefits, such as 401(k) program with company-matching contributions, health, dental, vision, life, disability insurance, and paid-time off.
- 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.
- Opportunities to do challenging work.
- Opportunities to build close relationships with clients.
The expected salary range for this particular position is $45,000-$75,000, depending on your experience, skills, and registration status, market conditions and business needs.
You have the potential to earn more through RBC’s discretionary variable compensation program which gives you an opportunity to increase your total compensation, provided the business meets its performance targets and you meet your individual goals.
RBC’s compensation philosophy and principles recognize the importance of a highly qualified global workforce and plays a critical role in attracting, engaging and retaining talent that:
- Drives RBC’s high-performance culture
- Enables collective achievement of our strategic goals
- Generates sustainable shareholder returns and above market shareholder value
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.