Service Specialist, Operations - Estate and Trust Services

RBC•Montreal, QC

2d•Onsite

About The Position

As a Service Specialist in the Estate and Trust Service team, you will be a central point of contact and relationship manager to the front office personnel and internal partners as it pertains to operations matters. You will be a point of escalation for service quality, problem resolution, operational inquiries, and issues/opportunities management. You will also liaise with the various operations processing centers-of-excellence to research and investigate inquiries and issues, resolve concerns, and champion business requests to ensure a seamless operations service experience.

Requirements

4-year degree from an accredited university or equivalent, or high school diploma with 3 years or more of work experience
Minimum of 1 year of securities, banking, technology, or related industry experience
Exceptional relationship management and analytical skills.
Ability to communicate and partner effectively with front office professionals (Investment Advisors, Portfolio Manager, etc.) to research and resolve operations related matters.
Ability to work independently and adhere to committed deliverables in a fast-paced, dynamic work environment
Ability to present information and data in a structured manner to stakeholders of varying seniority levels across the organization

Nice To Haves

Bilingualism (English and French)
4-year degree from an accredited university in business, finance, or related field
CFA Program candidate

Responsibilities

Champion service quality awareness and continuous improvement of operational matters for our partners.
Subject Matter Expert for service escalation and problem resolution.
Use extensive procedural knowledge and technical expertise of group functions for resolution, understanding full impact of the end-to-end process on Canadian Operations.
Research inquiries, issues, and concerns – “carry the baton” to obtain status updates, answers, and solutions – providing seamless service to our business and internal partners.
Advocate for strong Service Level Agreement (SLA) performance and delivery through ongoing monitoring and coaching within the department and across Canadian Operations, as required.
Proactively identify and monitor group service quality performance gaps/trends against established SLA standards.
Analyze root cause and recommend solutions/action plan.
Provide advice and counsel for service quality efficiency, effectiveness, and client care opportunities.
Leverage internal/external contacts to address/resolve issues/opportunities.
Support the implementation of change process of business strategies, evolving interdependencies related to service quality, problem resolution, and related initiatives with field impact or specific to the group.
Prepare accurate and timely documentation and reports.