Account Opening, Modification & Documentation Associate

RBC•Vancouver, BC

5d•Onsite

About The Position

As an Account Opening, Modification & Documentation Associate, Operations, 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 and 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.

Requirements

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 BPS, 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 Haves

Intermediate to advanced proficiency with Microsoft Access, Excel, and PowerPoint
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

Responsibilities

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