Senior Client Representative

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Senior Client Representative

senior · Other

Job Description

What is the opportunity?

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. 

What will you do?

• 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.

What do you need to succeed?

Must-have:

• 2-4 years of relevant experience preferably within Entitlement or Securities
• Must have excellent written and verbal communication skills in English
• 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

What’s in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• Excellent exposure to communicate with various business partners and stakeholders in Investor Services and within other platforms as appropriate
• Opportunity to obtain hands-on experience throughout your role
• Working with an exciting, close-knit, supportive & dynamic group
• Opportunity to collaborate with other business segments within the bank
• Excellent career development and progression opportunities
• A comprehensive Total Rewards Program including bonuses and flexible benefits
• Competitive compensation

Job Skills

Additional Job Details

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Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Compensation for this position (including salary and discretionary/variable payments) will be determined by factors, including but not limited to candidate's experience, skills, registration status, performance, individual goals, market conditions, and business needs.

Pay Range

The expected pay range for this position is:

The pay range provided is for the primary work location referenced in the Additional Job Details section of this job posting. Pay ranges may differ based on location. If the posting lists multiple job locations, a recruiter can confirm availability of the role and the relevant pay rage for the additional locations listed. RBC supports pay transparency and we strive to ensure all pay ranges are competitive, fair, and equitable.

You have the potential to earn RBC's discretionary variable compensation program which gives you an opportunity to increase your total compensation, provided that business meets its performance targets and you meet your individual goals.

Our Employment Opportunities

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One RBC. We believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

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RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.