National Operations Support Agent

RBC; Mississauga; On-site; CAD 45,000 - 65,000; Full time

Job summary

A leading financial institution in Mississauga is seeking a National Operations agent responsible for managing complex client transactions. The role involves ownership of client resolutions, adherence to compliance guidelines, and improving service efficiencies. Successful candidates will possess collection experience, communication skills, and the ability to work in a high-volume environment. The position offers a supportive team dynamic and a commitment to employee development.

Benefits

Comprehensive Total Rewards Program

Leaders supporting development

Opportunity for lasting impact

Qualifications

• Proven ability to work in a high volume department with strict deadlines.
• Strong communication skills both written and verbal.
• Ability to accept, adapt and implement change in a fast-paced environment.

Responsibilities

• Resolve complex issues and concerns at the first point of contact.
• Adhere to the Collections process and guidelines.
• Process payments and maintenance requests as needed.

Skills

Collection experience

Analytical Thinking

Customer Service / Service Partner Orientation

Time Management

Teamwork and Co-operation

Education

High School Diploma / GED

Tools

CACS (Computer Assisted Collections System)

TSYS/TS2 (Total Systems)

Elements

CART (Client Action Request Tool)

Job description

Job Description

Position Purpose

The National Operations agent is responsible for the fulfillment and/or servicing of complex client transactions, using extensive knowledge of related RBC products and services. The incumbent will assume ownership and personal accountability for resolution of any issues related to the Collection function and ensures that all accounts are worked with a mindset of risk mitigation.

What will you do?

Key Accountabilities:

• Takes ownership and accountability for the resolution of complex issues and concerns at the first point of contact; demonstrating a long‑term perspective in addressing client concerns
• Complete and process all assigned accounts in work states and duties, adhering to the Collections process and guidelines
• Ensures adherence to Global Information Risk Management framework and Global Compliance mandated policies and procedures
• Processing payments and maintenance request on Source system as requested by Collectors, and/or Service Partners
• Proactively identifies and recommends solutions to recurring errors, service gaps and process efficiency and effectiveness enhancements; acts as a referral point/Subject Matter Expert for sales and service employees
• Inbound and Outbound calls for First Payment Defaults
• Complete maintenance for the Credit Card, Loan and Mortgage Hardship programs
• Work client centric by demonstrating a solid understanding of the client needs at first point of contact for all products and services
• Understand utilization of the Debt Management tools to validate the criteria
• Achieve successful post audit requirement, coaching and call quality
• Exercises due diligence in following operational to ensure compliance/adherence with policies/procedures/guidelines
• Contribute to the overall success of the team by sharing ideas and best practices, valuing and building on ideas presented by others
• Ability to adapt to change in a continuous learning environment
• Provide specific documentations for Trustee’s which includes, history and/or statements and if statement not available, reconstruct a statement

What do you need to succeed?

Must‑have

• Collection experience
• Thorough understanding of RBC Credit and Credit Management and Recoveries Systems –
• CACS (Computer Assisted Collections System)
• TSYS/TS2 (Total Systems)
• Elements
• CART - (Client Action Request Tool)
• Good working knowledge of OLBB, OLMS, SRF, DDA, CASPER, IRIS, Teranet Recovery System Highways
• Familiar with key referral sources and has a strong knowledge of collections process which facilitates solutions and problem resolutions

Job Requirements

Proven ability to work in a high volume department with strict deadlines

Proven ability to work independently and as part of a team

High level of organization and prioritization skills

Collections operating procedures and guidelines

Proven organizational and problem solving skills

Ability to accept, adapt and implement change in an ever change and fast paced environment

Understanding of the structure and benefits of operating in a Functionalization workforce environment

Strong communication skills both written and verbal

Strong knowledge of the mortgage process and Home Financing products is an asset

Required Skills / Competencies / Attributes

Achievement Motivation, Concern for Order and Quality, Analytical Thinking, Teamwork and Co‑operation, Adaptability, Customer Service / Service Partner Orientation, Time Management

Education

High School Diploma / GED

Schedule

8:00am to 4:00pm Monday to Friday

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
• Leaders who support your development
• Ability to make a difference and lasting impact
• Opportunity to take on progressively greater accountabilities

Job Skills

Additional Job Details

Address: MEADOWVALE BUSINESS PARK, 6880 FINANCIAL DR:MISSISSAUGA

City: Mississauga

Country: Canada

Work hours/week: 37.5

Employment Type: Full time

Platform: PERSONAL & COMMERCIAL BANKING

Job Type: Regular

Pay Type: Salaried

Posted Date: 2025-12-18

Application Deadline: 2026-01-10

Note

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

Inclusion and Equal Opportunity Employment

At 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.