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Account Opening, Modification, and Documentation Associate
Account Opening, Modification, and Documentation Associate
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Account Opening, Modification, and Documentation Associate
About the role
What is the opportunity?
As an Account Opening, Modification, and Documentation Associate, you will be a central point of contact and relationship manager to the RBC Dominion Securities (DS) front office personnel as it pertains to operations matters. You will be a point of escalation for service quality, problem resolution, operational inquiries, and issues/opportunities management. You will also liaise with the various operations processing centers-of-excellence to research and investigate inquiries and issues, resolve concerns, and champion business requests to ensure a seamless operations service experience. You will be working Monday to Friday from 9:30 a.m. to 6:00 p.m.
What will you do?
- Champion service quality awareness and continuous improvement of operational matters for the DS business.
- Subject Matter Expert for service escalation and problem resolution. Use extensive procedural knowledge and technical expertise of group functions for resolution, understanding full impact of the end-to-end process on sales, DS service cycle/client experience, and Canadian Operations.
- Research inquiries, issues, and concerns – “carry the baton” to obtain status updates, answers, and solutions – providing a true middle office service to DS business partners.
- Advocate for strong Service Level Agreement (SLA) performance and delivery through ongoing monitoring and coaching within the department and across Canadian Operations, as required, on behalf of DS personnel.
- Proactively identify and monitor group service quality performance gaps/trends against established SLA standards. Analyze root cause and recommend solutions/action plan. Provide advice and counsel for service quality efficiency, effectiveness, and client care opportunities.
- Support the implementation of change process of business strategies, evolving interdependencies related to service quality, problem resolution, and related initiatives with field impact or specific to the group.
- Develop and enhance relationships with service partners (DS offices and various departments across Canadian Operations) to enhance interdependency performance, ensuring equitable balance between service efficiency and effectiveness and the client experience.
- Participate in cross-functional initiatives with DS and Canadian Operations, acting in a consultative capacity, as required, for the department manager.
What do you need to succeed?
Must-have
- Undergraduate degree in Business Administration, Commerce, Science or Arts
- Exceptional relationship management and analytical skills. Ability to communicate and partner effectively with front office professionals (Investment Advisors, Associates, Branch Operations Managers, and Branch Managers) to research and resolve operations related matters
- Broad knowledge of Wealth Management Operations’ processes and products (New Accounts/Documentation, Account Transfers, Mutual Funds, QI/FATCA, Fees, Corporate Actions, Dividends/Interest processing, Payments, RESP, etc.)
- Strong foundation in RBC Wealth Management’s operational systems, such as Broadridge BTS, ServiceLink, ClientSource, ClientLink, etc.
- Strong understanding of the operations value chain, from new client onboarding to asset transfer-in, trade execution, asset servicing, and client reporting
Nice-to-have
- Intermediate to advanced proficiency with Microsoft Access, Excel, and PowerPoint, and ability to work independently and adhere to committed deliverables in a fast-paced, dynamic work environment
- Ability to present information and data in a structured manner to stakeholders of varying seniority levels across the organization
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.
- 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 take on progressively greater accountabilities
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.