RBC is a leading financial services company, and they are seeking a Data Management Analyst to support their Investor Services team. The role focuses on delivering high-quality client experiences by providing effective responses to client inquiries and driving the evolution of the client service model through data analysis and reporting.
Act as the first line of internal support for our specific web portals, largely RBC One, our main client access point
Participate in PIV testing activities. Typically scheduled in the evening or on weekends
Deliver a consistent, high quality client experience by providing prompt, and knowledgeable responses to all client inquiries while aiming for 1st time resolution
Log all interactions enabling accurate and timely trend analysis driving the evolution of the client service model
Act as the coordinator for more complex enquiries ensuring that the client is paired with the right RBC IS internal resource(s), monitors the resolution throughout the client journey through to completion. This may involve escalation to application custodians
Guide clients through our digital and self-serve capabilities, utilizing internal subject matter experts as required, through an omni-channel client contact solution including phone, email, chat and video chat
Effectively escalate issues and/or complaints to ensure timely resolution
Help transform the capabilities of the service desk team while enhancing the client experience by driving requirements, executing user acceptance testing, and participating in pilot programs as part of the RBC IS evolution
Qualification
Required
1– 2 years of related client service experience preferably in financial services
Salesforce experience or similar CRM
University or College degree
Excellent verbal and written communication skills
Preferred
Benefits
A comprehensive Total Rewards Program including bonuses and flexible benefits
Competitive compensation
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.
Royal Bank of Canada is a global financial institution with a purpose-driven, principles-led approach to delivering leading performance.
