Senior Escalation & Investigation Officer
Top Benefits
About the role
What is the opportunity?
Reporting to the Senior Manager Investigations, this position will provide support to the Business Unit and Payments Processing and Operation Center (PPOC) Management Team in controlling, trending, analyzing and resolving escalated client/service partner inquiries. Supports the Senior Manager Investigations in assuring optimal efficiency and effectiveness of Business Unit operations including mitigating risk, supporting the implementation of new initiatives, closing training/processing gaps and maximizing the client experience. Will work in conjunction with key business partners and staff to provide the department with ongoing functional expertise, recommending changes/enhancements and by providing in depth workplace testing/piloting prior to implementing changes. 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 sourcing and resolving client escalations relating to Wire Payment transactions through a variety of channels
- Reviews Escalations for trends/gaps and efficiencies providing timely/accurate feedback including process improvement recommendations and in identifying coaching opportunities.
- Assists in the technical training for new /existing staff, providing documented feedback on progress.
- Monitor and analyze a variety of daily/weekly reports and statistics to ensure processing accuracy, timeliness and consistency.
- Responsible for Quality Control/Assurance reviews and Pre-Verification of payments and messages performed by Investigation Officers
- Considered a Subject Matter Expert relating to Wire Payment Investigations
- Consistently adapts to the changing business environment demonstrating a sense of urgency to deliver quality service within established time frames in high profile setting.
- Ensures continuous improvement by identifying gaps/efficiencies in operating practices.
What do you need to succeed?
Must have:
- 2 - 4 years’ experience in Wire payments and SWIFT Standard
- Experience in investigations and risk identification
- Adaptable to change, problem solving, analytical, organizational and decision-making skills
- Challenges status quo and responds with innovative solutions
- Technical aptitude and system documentation proficiency
Nice-to-have:
- Fluent in French
- Knowledge of BESS, DDA, TLM, SRF, IRIS, OnDemand, Intellitracs, IntelliMatch, Sales & Service Platform, RBC Express
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
- Opportunities to take on progressively greater accountabilities
- Opportunities to building close relationships with clients
- Access to a variety of job opportunities across business and geographies
#LI-POST
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.
Senior Escalation & Investigation Officer
Top Benefits
About the role
What is the opportunity?
Reporting to the Senior Manager Investigations, this position will provide support to the Business Unit and Payments Processing and Operation Center (PPOC) Management Team in controlling, trending, analyzing and resolving escalated client/service partner inquiries. Supports the Senior Manager Investigations in assuring optimal efficiency and effectiveness of Business Unit operations including mitigating risk, supporting the implementation of new initiatives, closing training/processing gaps and maximizing the client experience. Will work in conjunction with key business partners and staff to provide the department with ongoing functional expertise, recommending changes/enhancements and by providing in depth workplace testing/piloting prior to implementing changes. 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 sourcing and resolving client escalations relating to Wire Payment transactions through a variety of channels
- Reviews Escalations for trends/gaps and efficiencies providing timely/accurate feedback including process improvement recommendations and in identifying coaching opportunities.
- Assists in the technical training for new /existing staff, providing documented feedback on progress.
- Monitor and analyze a variety of daily/weekly reports and statistics to ensure processing accuracy, timeliness and consistency.
- Responsible for Quality Control/Assurance reviews and Pre-Verification of payments and messages performed by Investigation Officers
- Considered a Subject Matter Expert relating to Wire Payment Investigations
- Consistently adapts to the changing business environment demonstrating a sense of urgency to deliver quality service within established time frames in high profile setting.
- Ensures continuous improvement by identifying gaps/efficiencies in operating practices.
What do you need to succeed?
Must have:
- 2 - 4 years’ experience in Wire payments and SWIFT Standard
- Experience in investigations and risk identification
- Adaptable to change, problem solving, analytical, organizational and decision-making skills
- Challenges status quo and responds with innovative solutions
- Technical aptitude and system documentation proficiency
Nice-to-have:
- Fluent in French
- Knowledge of BESS, DDA, TLM, SRF, IRIS, OnDemand, Intellitracs, IntelliMatch, Sales & Service Platform, RBC Express
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
- Opportunities to take on progressively greater accountabilities
- Opportunities to building close relationships with clients
- Access to a variety of job opportunities across business and geographies
#LI-POST
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.