Associate, Client Service Operations

Job Description

BCS Client Service Operations will focus on establishing product vision, strategy and roadmap for the newly established Cash Management business in RBC US. Client Service is critical to the success of the cash management business. Client Service Operations is responsible for working with the Cash Management journey owners to establish a client service model that is digitally driven to provide seamless client interaction with RBC systems and staff. This role will define, prioritize and implement Client fulfillment, maintenance and service models and processes. CORE integration and liquidity models for the US cash management to deliver client backed digital first solutions. The Director will operate with the agile delivery approach and work collaboratively with teams across engineering, operations, sales, legal, compliance, risk and strategic vendors deliver innovative and best in class outcome.

What will you do?

• Support day to day functions of the BCS RBC Clear team -This includes but is not limited to ensuring that financial transactions are processed accurately, efficiently, securely, and in compliance with internal policies and regulatory requirements.

  • Account Maintenance

  • Clearing and Settlement

  • Customer Support with operational needs. This includes but is not limited to resolving transaction issues or escalations as a front-line staff

  • Escalation handling - managing failed transactions, duplicates, fraud claims, or returns

• Support ACH & Fedwire payment processing - Specifically, exception handling and reconciliation /settlement processes. This also includes managing workflows, priorities, and escalations

• Procedure documentation and operationalizing RBC Clear Products/Features

• Collaborate to create an end-to-end journey strategy from inception, and determine business value to be created

• Drive business innovation and uncover business opportunities

• Inspire and foster a clear business vision across business platforms

• Collaborate to create clear outcomes and business results

• Ensure customer-driven design across user pain points, market needs, and usability test results

• Driving to perform as a high performing team

• Garnering support and connections through relationships

• Be a voice at the table to set direction

What do you need to succeed?

General Considerations for Success:

• High attention to detail

• Collaboration and alignment

• Aptitude for transformation and tabling the "tough" discussions

• Knowing when to push, pivot and when to let go

• Prioritization and strategic framing of priorities

• Knowing when to say "no"

• Experience with core banking platforms

• Experience ensuring compliance with internal audit controls and external regulations (Nice to have: understanding of NACHA operating rules)

Details in the attributes for consideration:

• Driving process improvement and automation

• Ability to identify patters in returns or fraud

• Handling disputes, reinitiations and unauthorized transaction claims

• Collaboration with risk, fraud, and risk teams on sensitive cases

• Liaising with clients, vendors, or and internal departments about AH/Fedwire issues

• Clear documentation and communication for exception handling and escalations

• Representing ACG/Fedwire operations in audits

• The ability to develop the strategy, identify objectives and determine metrics of measurement - and then monitor for outcomes

• The ability to push on paradigms and challenge the status quo

• Ability to think differently about how we solve the problems

• As pertains, provide transparency of communication regarding enterprise goals, decisions, changes

• Share journey work status, achievements and needs back to leadership

• Proactively spot and identify opportunities and obstacles to product and stakeholders

• Quickly seek to resolve issues that are impeding product strategy, development or deliver

• Communication skills for cross functional coordination

The good-faith expected salary range for the above position is $75,000.00 - $100,000.00 depending on factors including but not limited to the candidate's experience, skills, registration status; market conditions; and business needs.This salary range does not include other elements of total compensation, including a discretionary bonus and benefits such as a 401(k) program with company-matching contributions; health, dental, vision, life and disability insurance; and paid time-off plan.

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

#LI-KA2

Job Skills

Additional Job Details

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

Inclusion 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.