Senior Investigations Support Officer

RBC; Toronto; On-site; CAD 60,000 - 90,000; Full time

Job summary

An established industry player is seeking a dedicated professional to join their dynamic team in Toronto. This role focuses on supporting daily operations in wire payments, ensuring high-quality service delivery while adhering to strict compliance and operational standards. The ideal candidate will possess strong analytical and problem-solving skills, with a solid understanding of payment systems and regulations. Join a collaborative environment that values continuous learning and offers opportunities for personal growth and impactful contributions. If you're passionate about delivering exceptional service and thrive in a fast-paced setting, this is the perfect opportunity for you.

Benefits

Comprehensive Total Rewards

Leadership support for development

Flexible work/life balance options

Access to world-class training

Challenging and rewarding work opportunities

Qualifications

• Strong investigation and problem-solving skills are essential.
• Knowledge of CBA/CPA rules and SWIFT standards is a must.
• Must be able to maintain high service standards.

Responsibilities

• Log inquiries and ensure compliance with SLAs.
• Conduct investigations and provide feedback to management.
• Maintain good relationships with clients and service partners.

Skills

Analytical Thinking

Communication

Critical Thinking

Customer Service

Relationship Management

Problem Solving

Time Management

Tools

SWIFT

Payments & Trade systems

DDA

OARS

Trade 360

TLM

IRIS

OnDemand

IntelliTRACS

Sales & Service Platform

Job description

Job Summary

Job Description

What is the opportunity?

Reporting to the Manager, Wire Payments, the incumbent is primarily responsible for supporting daily operations, logging inquiries, and monitoring queues to ensure Service Level Agreements (SLAs) are met. The role focuses on delivering high-quality processing services to clients and service partners, emphasizing accuracy, efficiency, and timeliness, all while adhering to the Code of Conduct, RBC Values, Guiding Principles, and Privacy principles.

What will you do?

1. Log all inquiries received via SWIFT, emails, etc., ensuring appropriate research is attached to each case.
2. Maintain and improve Service standards in Payments & Trade Operations.
3. Conduct investigations arising from inquiries from business partners and clients.
4. Authenticate clients for inquiries received by email to validate accuracy and confidentiality in line with RBC policies.
5. Provide feedback to management to enhance efficiency and client experience.
6. Establish and maintain good relationships with team members, clients, and service partners, offering assistance and guidance as needed.
7. Develop a philosophy of continuous learning and personal growth.
8. Promote teamwork, open communication, and staff morale through personal example.
9. Identify service gaps and initiate actions for improvement.
10. Ensure compliance with established benchmarks and KPIs through individual and team efforts.
11. Exercise good judgment and decision-making skills during investigations.
12. Communicate effectively with clients, service partners, and relationship managers to resolve inquiries.
13. 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 mindset.
• Good knowledge of CBA/CPA rules, SWIFT standards, tracing, investigations, and Payments & Trade systems (DDA, OARS, Trade 360, TLM, SRF, IRIS, OnDemand, Intellitracs, Sales & Service Platform, etc.).
• Strong analytical, organizational, and decision-making skills.

Nice to Have

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

What’s in it for you?

We thrive on challenges, progressive growth, and teamwork to deliver trusted advice, helping clients thrive and communities prosper. We value support, potential, community impact, and mutual success.

• Comprehensive Total Rewards including bonuses, benefits, competitive pay, commissions, and stock options where applicable.
• Leadership support for your development through coaching and opportunities.
• Opportunity to make a meaningful and lasting impact.
• Work in a dynamic, collaborative, and high-performing team.
• Access to world-class training in financial services.
• Flexible work/life balance options.
• Challenging and rewarding work opportunities.

Job Skills

Analytical Thinking, Communication, Critical Thinking, Customer Service, Feedback, Group Problem Solving, Relationship Management, KPIs, Operational Delivery, Process Improvements, SLA, Teamwork, Timeliness, Time Management

Additional Job Details

Address: 180 WELLINGTON ST W, TORONTO

City: TORONTO

Country: Canada

Work hours/week: 37.5

Employment Type: Full-time

Platform: TECHNOLOGY AND OPERATIONS

Job Type: Contract (Fixed Term)

Pay Type: Salaried

Posted Date: 2025-05-07

Application Deadline: 2025-05-16

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

Inclusion and Equal Opportunity Employment

At RBC, we believe in an inclusive workplace with diverse perspectives, essential for growth and success. We support our employees to perform at their best, collaborate effectively, innovate, and grow professionally, fostering a culture of respect, belonging, and opportunity for all.

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