Senior Client Representative

RBC•Toronto, ON

7d•CA$55,000 - CA$90,000•Onsite

About The Position

As a Senior Client Representative, you will be supporting the Entitlement Services Support team (ESS) which resides in the Client Management group of RBC Investor Services (IS). The Client Service Representative provides a professional level of client service to all clients, ensuring customer satisfaction and represents a value-added service provided by RBC IS to clients. The ESS team responses to client enquiries regarding Entitlements including Corporate Actions, Proxy, Class Action and Income events. Inquiries may pertain to notifications, instructions, event processing, and market practices. The ESS team also acts as liaison point for inquiries from internal clients such as CSRs, CSMs, and other internal partners with inquiries on North American events to permit the processing team to focus on their day-to-day operations.

Requirements

2-4 years of relevant experience preferably within Entitlement or Securities
Bilingual in English & French is preferred
Must have excellent written and verbal communication skills in English & French
Display an in depth knowledge of Entitlements of all types
Display an understanding of technical aspects such as SWIFT messaging, notification, payment and tender processes, and taxation as it affects Entitlements

Responsibilities

Monitor inquiries to ensure all inquiries received are responded to by the CSRs within 24 hours, or as per the established Service Level guidelines (e-mail, fax, MCV, SWIFT, telephone).
Monitor quality and content of responses sent and provide coaching / direction to ESS CSRs where required.
Assist in developing and maintaining relationships with strategic clients through scheduled health check calls, conference calls.
Prepare and present documentation on Corporate Action related issues to clients both here and in the client’s offices where required.
Develop, propose and assist in implementing strategies to improve the client service experience.
Participate in quality initiatives (ex. Top 20 meeting, CR Initiatives etc.) to enhance current service standards.
Monitor escalation items and call reports to identify pattern of occurrences indicative of an underlying problem which could result in a negative client call report.
Ensure errors and omissions within the team are maintained at an absolute minimum or where occurring are not repetitive in nature.