Service Partner and Second Level Support Analyst

RBC; Toronto; On-site; CAD 60,000 - 80,000; Full time

Job summary

A major financial institution in Toronto is seeking a full-time Service Partner and Second Level Support Analyst. This role involves resolving escalated client issues related to Cash Management products and providing operational support. The ideal candidate has 2-5 years of client service experience, strong communication skills, and the ability to work collaboratively in a fast-paced environment. This position offers a comprehensive rewards program and opportunities for professional growth.

Benefits

Comprehensive Total Rewards Program

Flexible work/life balance options

World-class training program

Qualifications

• 2-5 years experience in client service.
• Excellent communication and partnering skills.
• Ability to multitask in various systems environments.
• Ability to manage high volume tasks.
• Ability to work in a deadline-driven workflow.
• Ability to work collaboratively with the rest of the team.

Responsibilities

• Promote client and internal partner education for self-sufficiency.
• Provide timely support to internal partners on CME application.
• Act as a liaison for escalations related to CME application.
• Diagnose and resolve technical problems during training/installation.
• Manage escalation queues mailbox, reviewing emails within 30 minutes.
• Conduct training sessions with peers.

Skills

Adaptability

Communication

Customer Service

Detail-Oriented

Group Problem Solving

Interpersonal Relationship Management

Operational Delivery

Strategic Thinking

Time Management

Job description

Job Description

What is the Opportunity?

In full time position as a Service Partner and Second Level Support Analyst, you would be responsible for the resolution of escalations of unresolved client issues relating to RBC Express, RBC Edge 2.0, and the suite of Cash Management products, received from agents, service partners and clients, including EDI – ISO.

This position has global responsibilities and is deadline driven.

This position is responsible for providing strong operational service and support to CMO Helpdesk client base and Escalations team along with all Service Partners.

This role assumes responsibility for delivering a significant level of service and support by adapting to a “Client First” quality service culture.

What you will do?

• Promotes client and internal partner education with a view toward self-sufficiency while escalating technical or contentious issues
• Demonstrate excellent client service by providing timely support to our internal partners on items directly related to the CME application, the CMO Maintenance form, management of RBC Express administration site and technical support.
• Act as a liaison between RBC Express IT and partners in the field for escalations related to CME application
• Responsible for diagnosis and resolution of technical problems which may arise during the training/installation process or via an escalation
• Participate in writing procedures and documentation to support knowledge-sharing and operational efficiency.
• Manage the CMO Emerald Escalation Queues mailbox, ensuring all emails are reviewed and assigned within 30 minutes of receipt.
• Participate in writing procedures and documentation to support knowledge-sharing and operational efficiency.
• Conduct training sessions with peers, particularly when acquiring new skills or serving as a subject matter expert (SME) on a specific topic.
• Participate in Cash Management Operation (CMO) initiatives, contributing to process improvement and team collaboration.

Must Have

• 2-5 years experience in client service
• Excellent communication and partnering skills
• Ability to multitask in various systems environments
• Ability to manage high volume tasks
• Ability to work in a deadline driven workflow
• Ability to work collaboratively with the rest of the team

Nice-to-have:

• Complete knowledge of Cash Management Suite products
• Exhibits strong leadership in ability to coach partners on all teams within Cash Management Operations
• Bilingual (English/French)

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

Adaptability, Communication, Customer Service, Detail-Oriented, Group Problem Solving, Interpersonal Relationship Management, Operational Delivery, Strategic Thinking, 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: Regular

Pay Type: Salaried

Posted Date: 2025-11-24

Application Deadline: 2025-12-07

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.