US Senior Payments Operator

RBC • Toronto, ON

1d • Onsite

About The Position

In this role, you are primarily focused on providing professional, attentive service to the first point of contact representatives by accurately fulfilling requests regarding external customer wire origination and document collection. It relates to both domestic and international wires - while taking personal accountability for delivering a superior client experience including effective problem resolution. You are also responsible for adhering to all regulatory and KYC “Know Your Customer” guidelines including some knowledge of sanctions and Anti Money Laundering rules when processing the wire transfer request.

Requirements

• Knowledge of BESS, SWIFT and Fed Line along with their respective rules.
• Knowledge of the following applications: RBC Express, PeopleSoft, Epitome, SP&S, Image Center, Web CSR, Eserve and PD Teller
• Strong organizational & decision-making skills
• Fluent with Microsoft office suite of products
• Technologically independent

Nice To Haves

• In-depth knowledge of day to day Payments Processing procedures.
• Customer Service / Contact Centre experience.

Responsibilities

• Answering Wire Transfer origination calls, collecting all information required.
• Ensuring all outgoing and incoming Wire requests are processed as per documented procedures, proper authorization, approval, and control procedures.
• Complete Wire Transfer requests from the first point of contact customers and representatives.
• Partner with colleagues to ensure the delivery of superior client experience.
• Demonstrating a high standard of client care, actively listening to internal/external clients to understand their needs and take ownership of problems and issues.
• Ensure accuracy and timeliness to meet service levels and minimize customer impact.
• Identify and proactively escalate all potential interest claims, Client complaints or any suspicious transactions situations promptly to mgmt.
• Adhere to exception processes established within Payments Processing to mitigate operational, reputation and business risk.

Benefits

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed