Data Management Analyst

RBC•Toronto, ON

1d•CA$46,000 - CA$70,000•Onsite

About The Position

This role supports RBC Investor Services (IS). The service desk support team delivers a consistent, high quality client experience by providing prompt, effective, and knowledgeable responses to all client inquiries, issues and complaints while aiming to achieve 1st time resolution. This role specializes in solutions for RBC One (our main client portal) using our internal CRM tool. Through a disciplined approach to data capture, reporting and analysis this role helps drive the evolution of the RBC IS client service model while maintaining the critical components of the RBC IS data foundation.

Requirements

1– 2 years of related client service experience preferably in financial services
Salesforce experience or similar CRM
University or College degree
Excellent verbal and written communication skills

Nice To Haves

Client Portal
Client Service
Collaboration
Communication
Critical Thinking
Customer Experience (CX)
Customer Relationship Management (CRM)
Customer Relationship Management (CRM) Software
Data Administration
Database Structures
Databasing
Data Modeling
Data Movement
Data Quality
Data Validation
Detail-Oriented
Financial Services
Group Problem Solving
Information Capture
Oral Communications
Salesforce (Software)
Standard Operating Procedure (SOP)
Teamwork
User Acceptance Testing (UAT)

Responsibilities

Act as the first line of internal support for our specific web portals, largely RBC One, our main client access point.
Participate in PIV testing activities.
Typically scheduled in the evening or on weekends.
Deliver a consistent, high quality client experience by providing prompt, and knowledgeable responses to all client inquiries while aiming for 1st time resolution.
Log all interactions enabling accurate and timely trend analysis driving the evolution of the client service model.
Act as the coordinator for more complex enquiries ensuring that the client is paired with the right RBC IS internal resource(s), monitors the resolution throughout the client journey through to completion.
This may involve escalation to application custodians.
Guide clients through our digital and self-serve capabilities, utilizing internal subject matter experts as required, through an omni-channel client contact solution including phone, email, chat and video chat.
Effectively escalate issues and/or complaints to ensure timely resolution.
Help transform the capabilities of the service desk team while enhancing the client experience by driving requirements, executing user acceptance testing, and participating in pilot programs as part of the RBC IS evolution.