Analyst, Client Service Operations

RBC•Jersey City, NJ

1d•$70,000 - $80,000•Onsite

About The Position

What is the opportunity? 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 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 Opportunities to do challenging work Opportunities to building close relationships with clients The good-faith expected salary range for the above position is $70,000- $80,000 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

Requirements

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
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

Nice To Haves

understanding of NACHA operating rules

Responsibilities

Support day to day functions of the BCS RBC Clear team
Account Maintenance Clearing and Settlement
Customer Support with operational needs
Escalation handling – managing failed transactions, duplicates, fraud claims, or returns
Support ACH & Fedwire payment processing
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

Benefits

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
Opportunities to do challenging work
Opportunities to building close relationships with clients

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