Shareholder Services Senior Representative

RBC; Toronto; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading financial institution in Toronto is seeking a Customer Support Specialist for its Investor Services team. The role involves acting as an escalation point for complex issues and providing resolutions to internal and external clients. Candidates should have 2-3 years of experience in a related environment, strong communication skills, and a good understanding of financial services regulations. Competitive compensation and career development opportunities are offered.

Benefits

Comprehensive Total Rewards Program

Flexible benefits

Career development opportunities

Qualifications

• 2-3 years of experience within Shareholder Services/Record Keeping or similar multi-client administration environment.
• Strong working knowledge/experience in the financial services industry.
• Sound knowledge of Mutual Fund and Segregated Fund taxation and compliance/regulation.

Responsibilities

• Acts as the escalation point for complex issues by conducting thorough investigations.
• Respond to incoming email correspondence and coordinate the resolution of client requests.
• Participate in client meetings as required.

Skills

Active Learning

Adaptability

Communication

Customer Service

Detail-Oriented

Group Problem Solving

Interpersonal Relationship Management

Product Services

Tools

MS Office

Job description

Job Description

What is the opportunity?

In this role, you will support RBC Investor Services in the Customer Contact Centre and Transaction Processing Team in providing the Advisors and Key Clients with exceptional experience. In addition, you will operate as the escalation point for complex issues by conducting thorough investigations and providing resolutions/recommendations to internal/external client.

What will you do?

• Acts as the escalation point for complex issues by conducting thorough investigation and providing resolution/recommendation to internal/external clients as well as Team members as applicable
• Main point of contact for “Not In Good Order” communication either by fax, email or outbound call
• Respond to incoming email correspondence (i.e. adhoc reports request, QTS request and Image and workflow items etc)
• Coordinate the resolution of client’s requests, system issues and improvements to processes as required.
• Other outbound calls as required
• All Hands on Deck – log onto the queues as directed.
• Participation in Client meetings as required
• Develops a detailed understanding of clients’ businesses to ensure SHS interacts with the clients operations effectively

What do you need to succeed?

Must-have

• Pertinent industry & regulatory/compliance requirements
• Pertinent understanding of Advisors tools and requirements
• 2 -3 years of experience within Shareholder Services/Record Keeping or similar multi-client administration environment
• Strong working knowledge / experience in the financial services industry. Sound knowledge of Mutual Fund and Segregated Fund taxation and compliance /regulation – including Registered Products
• Demonstrated ability to work successfully in a fast-paced, high stress environment
• Communicate effectively with both internal and external client groups
• Strong customer service skills
• Strong technical and analytical skills in running/debugging various applications and macros including MS Office

What’s in it for you?

• Excellent exposure to communicate with various business partners and stakeholders in Investor Services and within other platforms as appropriate
• Opportunity to obtain hands-on experience throughout your role
• Working with an exciting, close-knit, supportive & dynamic group
• Opportunity to collaborate with other business segments within the bank
• Excellent career development and progression opportunities
• A comprehensive Total Rewards Program including bonuses and flexible benefits
• Competitive compensation

Job Skills

Active Learning, Adaptability, Communication, Customer Service, Detail-Oriented, Group Problem Solving, Interpersonal Relationship Management, Product Services

Inclusion and Equal Opportunity Employment

RBC strives to deliver an inclusive workplace that has diverse perspectives, where employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally.