Lending Services Investigation Analyst

RBC; Bedford; On-site; CAD 45,000 - 80,000; Full time

Job summary

An established industry player is seeking a detail-oriented individual to join their dynamic team, focusing on exceptional customer care through process reconciliations. This role emphasizes continuous self-development and collaboration, ensuring timely reconciliations and loss prevention aligned with the bank's standards. With a supportive work environment, you will engage in challenging tasks, promote teamwork, and suggest process improvements. If you thrive in a fast-paced setting and are eager to contribute to a high-performing team, this opportunity is perfect for you.

Benefits

Comprehensive rewards including bonuses

Flexible benefits

Competitive salary

Leadership support for development

Work-life balance options

Challenging work opportunities

Qualifications

• Good understanding of Capital Market Products and accounting flows.
• Solid knowledge of reconciliation procedures and systems.
• Ability to adapt to organizational change and cross-train.

Responsibilities

• Responsible for reconciling processes under prescribed SOPs.
• Ensure timely data feeds and follow-up for missing information.
• Support process improvements and participate in personal development.

Skills

Active Learning

Communication

Relationship Management

Critical Thinking

Customer Service

Attention to Detail

Time Management

Process Improvement

Tools

INTELLITRACS

IntelliMatch

Bess

RIMMS

EGL

Storqm

RATS

Microsoft Office

SQL

VBA Macro

Job description

Job Summary

This position is responsible for providing exceptional customer care through the daily reconciliation of processes supporting various Client Groups and the identification of items requiring further investigation and resolution. The incumbent will engage in ongoing training initiatives and continuous self-development to ensure efficient and effective cross-functional shared services, supporting timely reconciliations, loss prevention, and risk mitigation as per Bank’s Standards and Procedures.

Job Description

What is the opportunity?

This role involves providing exceptional customer care through daily process reconciliations supporting different Client Groups, identifying items needing further investigation, and resolving issues. Continuous training and self-development are key to maintaining efficient, effective services that ensure timely reconciliations, loss prevention, and risk mitigation aligned with Bank standards and procedures.

***Please note: The incumbent must be flexible to work statutory holidays and overtime as required.***

What will you do?

• Responsible for reconciling designated processes under prescribed Standard Operating Procedures (SOPs), ensuring Service Level Agreements (SLAs) are met, and applying knowledge of Product Operations, procedures, methods, and systems to the reconciliation process.
• Ensure daily/monthly data feeds are received on time, with follow-up for missing or incorrect information, including IT incident tickets.
• Apply knowledge of supported products and processes, such as payment methods, terms and conditions, general operating policies, rules, and regulations used by correspondents, clients, and agents in account reconciliation.
• Recognize that accuracy is critical for identifying true breaks and investigating them accordingly.
• Support the creation, updating, and maintenance of SOPs, demonstrating a strong ability to understand and apply these procedures.
• Strictly adhere to policies and regulatory requirements.
• Understand operational controls and their application to reconciliation processing.
• Exercise good judgment, decision-making skills, and demonstrate strong product, transactional flow, and accounting knowledge related to supported Client Groups.
• Identify true breaks, report investigations within SLAs, and escalate potential losses immediately.
• Promote teamwork, open communication, and staff morale.
• Share information proactively with colleagues.
• Suggest process improvements to streamline reconciliation and increase efficiency, such as matching rules and automation.
• Identify service gaps and recommend improvements to management.
• Participate in personal development and cross-training initiatives based on business needs.
• Support reconciliation processes within the team, including month-end and standalone processes.
• Be flexible to support project work outside the usual reconciliation scope as directed by management.

What do you need to succeed?

Must have:

• Good understanding of Capital Market Products and transactional/accounting flows.
• Solid knowledge of reconciliation procedures.
• Familiarity with key reconciliation and back-office systems such as INTELLITRACS, IntelliMatch, Bess, RIMMS, EGL, Storqm, RATS.
• Proficiency in PC and Microsoft Office software.
• Ability to adapt to organizational change at an individual and team level.
• Flexibility to cross-train across functions.

What’s in it for you?

We thrive on challenges, innovative thinking, and collaboration to deliver trusted advice that helps clients thrive and communities prosper. We value mutual success, support professional growth, and foster a supportive work environment.

• Comprehensive rewards including bonuses and flexible benefits, competitive salary.
• Leadership support for your development through coaching and opportunities.
• Work in a dynamic, collaborative, high-performing team.
• Challenging work opportunities.
• Flexible work/life balance options.

Job Skills

Active Learning, Communication, Relationship Management, Critical Thinking, Cross-Functional Teamwork, Customer Service, Attention to Detail, Microsoft Office, Operational Delivery, Process Improvement, SLA, SOP, SQL, Time Management, VBA Macro