Senior Investigations Support officer
About The Position
Reporting to the Assistant Manager, Login/Non Wire Payment Investigations, the incumbent is primarily responsible for day-to-day support and logging in of all inquiries, monitoring all queues to ensure Service Level Agreements (SLA) are met on a daily basis. This role delivers high-quality processing services to all clients and other service partners, with a main focus on accuracy, efficiency, and timeliness for all inquiries received. All responsibilities are carried out in accordance with the Code of Conduct, RBC Values and Guiding Principles, ensuring adherence to Privacy principles. Please note this is a 10:00 am - 6:00 pm shift.
Requirements
- Strong investigation and problem-solving skills
- Change management minded
- Good knowledge of CBA/CPA rules and swift standards, Tracing & Investigations and Payments & Trade related systems (DDA, OARS, Trade 360, TLM, SRF, IRIS, OnDemand, Intellitracs, Sales & Service Platform, etc.)
- Strong analytical, problem-solving, organizational & decision-making skills
- Ability to work in a fast-paced environment
Nice To Haves
- Knowledge of BBE & BFS products and Services
- Knowledge of BESS, IntelliTRACS, IRIS, OnDemand, Sales Platform applications.
Responsibilities
- Responsible for timely and accurate logging in of all inquiries received via swift, emails, etc., ensuring all appropriate research is attached to the cases.
- Displays strong dedication to maintaining and improving the Quality of Service standards committed by Payments & Trade Operations.
- Responsible for conducting investigations arising from inquiries received from business partners and/or clients.
- Accountable for authenticating clients for inquiries received by email to validate client accuracy and confidentiality of client information is kept in accordance with RBC Policy.
- Provide feedback to management on an ongoing basis to improve efficiency and enhance client experience.
- Establish and maintain a good working relationship with team members, clients, and other service partners, providing assistance and guidance as required.
- Responsible for the development of a continuous learning philosophy exemplified personally.
- Displays a strong commitment to teamwork, open communications, and improving staff morale.
- Promotes an environment of open two-way communication, fostering group identity and teamwork through personal examples.
- Identify service gaps and initiate action to improve customer service and resolution process.
- Responsible for ensuring established benchmarks/Key Performance Indicators (KPI) are maintained through individual and team efforts.
- Display good judgment and decision-making skills in dealing with investigations.
- Effectively communicate with Clients, Service Partners, and Relationship Managers in handling and resolving inquiries.
- Comply with all regulatory requirements (LVTS, CPA/CBA, FED, SWIFT, etc.).
Benefits
- A comprehensive Total Rewards Program including bonuses and flexible benefits
- Competitive compensation
- Commissions
- 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
- A world-class training program in financial services
- Flexible work/life balance options
- Opportunities to do challenging work
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
