Senior Investigations Support Officer

Job title: Senior Investigations Support Officer

Company: Royal Bank of Canada


Job description: Job SummaryJob DescriptionWhat is the opportunity?Reporting to the Manager, Wire Payments. The incumbent is primary 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 delivering high quality processing services to all clients and other service partners where the main focus is accuracy, efficiency and timeliness for all inquiries received. All responsibilities carried out in accordance with Code of Conduct, RBC Values and Guiding Principles ensuring adherence to Privacy principlesWhat will you do?

• Responsible for timely and accurate logging in of all inquiries received via swift, emails, etc. ensuring all appropriate research are attached to the cases.
• Displays strong dedication to maintaining and improving the Quality of Service standards committed by Payments & Trade Operations.
• Responsible of 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 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 judgement 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.)

What do you need to succeed?Must Have

• 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

Nice to Have

• Knowledge of BBE & BFS products and Services
• Knowledge of BESS, IntelliTRACS, IRIS, OnDemand, Sales Platform applications.

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.

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

Job Skills Analytical Thinking, Communication, Critical Thinking, Customer Service, Give Feedback, Group Problem Solving, Interpersonal Relationship Management, Key Performance Indicators (KPI), Operational Delivery, Process Improvements, Service Level Agreement (SLA), Service Levels, Teamwork, Timeliness, Time ManagementAdditional Job DetailsAddress: 180 WELLINGTON ST W:TORONTOCity: TORONTOCountry: CanadaWork hours/week: 37.5Employment Type: Full timePlatform: TECHNOLOGY AND OPERATIONSJob Type: Contract (Fixed Term)Pay Type: SalariedPosted Date: 2025-05-07Application Deadline: 2025-05-16Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date aboveInclusion and Equal Opportunity EmploymentAt 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.Join our Talent CommunityStay in-the-know about great career opportunities at RBC. Sign up and get customized info on our latest jobs, career tips and Recruitment events that matter to you.Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at .

Expected salary:

Location: Toronto, ON

Job date: Fri, 09 May 2025 07:08:07 GMT

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