Operations Officer

What is the opportunity?

Based in the Home Equity Closing Center, the successful candidate will be responsible to manage and ensure compliance of mortgage and home line files from the Mortgage Specialists and the branch network from the approval up until disbursement/activation of the file.

Please note this role is Hybrid and may require you on site.

Client Experience

• Provides consistent service within established benchmarks contributing to achievement of business Client Service Commitments (CSC's)
• Proactively identifies and recommends solutions to recurring errors and service gaps; acts as a referral point/Subject Matter Expert for sales and service employees
• Takes ownership and accountability for the resolution of complex issues and concerns at the first point of contact; demonstrating a long-term perspective in addressing client concerns.
• Manages incoming cases from across Fraud Management, regardless of location

Client Solutions

• Identifies service/operational inefficiencies and makes recommendations for value added enhancements to appropriate parties.
• Proactively identifies and recommends solutions to recurring errors, service gaps and process efficiency and effectiveness enhancements; acts as a referral point/Subject Matter Expert for sales and service employees
• Supports revenue growth by reducing revenue leakage and focusing on other opportunity spotting initiatives
• Ensures that all cases are accurately tracked, reported and actioned according to business established guidelines

Business and Risk Management

• Ensures all authorities for the role (delegated authorities, SECAF, systems access etc.) are adhered to, reviewed and understood.
• Ensures adherence to Global Information Risk Management framework and Global Compliance mandated policies and procedures.
• Actively ensures that all cases are referred to the appropriate teams (such as Legal, Compliance, or CIS, amongst others) in order to minimize operational and reputational risk
• Exercises due diligence in following operational risk policies, procedures, standards and guidelines.
• Reviews all transactions/reports/documents to ensure compliance/adherence with policies/procedures/guidelines
• Takes full accountability for quality and accuracy of day to day job responsibilities, tasks and activities ensuring a balanced focus on enhanced client experience, efficiency and effectiveness and operational risk

Employee Capability and Engagement

• Employee language and behaviors support a client first mindset at all times.
• Employee is aware of RBC Capabilities and partners with their manager to develop their skills and proficiency on designated capabilities identified for the role/business through Development Plan activities and career planning discussions
• Employee utilizes strong negotiation skills in all dealings with Service Partners and/or clients
• Employee actively participates in regular coaching routines and learning opportunities to improve their individual and team contribution. Ensures skills and knowledge are up-to-date and meet position requirements.
• Employees understand and accept change as it relates to their role and commitment to enhance client experience.
• Employees contribute to the overall success of the team by sharing ideas and best practices. Values and builds on ideas presented by others

What do you need to succeed?

Must-have:

• Available to work Monday - Friday from 8am-8pm
• A minimum of one year of client service experience
• Ability to confidently take on high workload and call volume, while prioritizing and multitasking, with a commitment to delivering superior client experience
• Proven interpersonal, communication and problem resolution skills

Nice-to-have:

• Advice/Call Centre experience
• Ability to navigate between multiple Windows-based application systems
• Good working knowledge of RBC systems (ex: Linx, Host, Panther, Casper, Application Launchpad)
• Proficiency in Microsoft Office
• Fluency in both English and French language skills (reading, writing, and spoken)

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, and competitive compensation
• Flexible work arrangements, including bonuses for evening shifts
• 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 that genuinely puts security first
• A world-class training program in financial services

Job Skills

Additional Job Details

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above