What is the opportunity?

As the Client Service Manager, you will provide high-quality day-to-day servicing to Banks Brokers and Exchanges (BBE) to support business growth and retention. You will deliver after-sales service and support to BBE clients, account managers and product management as it relates to global payment and settlement products/services. In addition, your responsibilities are carried out in accordance with the Code of Conduct, RBC Values, and Guiding Principles ensuring adherence to Privacy principles.

What will you do?

• Acts as an advocate for BBE clients for resolution of escalated service-related issues and provides advice relative to bank products and services
• Lead on behalf of BBE and or client; ownership of Service Partner problems and follow up with any customer concerns
• Prepare and in partnership with Account Managers, deliver regular Service Reviews for BBE clients as identified by the Account Management team
• Act as Account Manager for low-market clients responsible for creating Terms and Conditions and upselling products and services where applicable and obtaining due diligence documentation when required.
• Participate in strategic account planning for designated clients and provide support to the sales teams’ strategy to retain and win profitable business
• Ensure a consistently superior customer service experience and establish regular communication protocol with BBE Relationship/Account Managers and Client Service colleagues focusing on continuous/initiatives to ensure milestones are met and costs are within budget
• Build and document individual servicing need recommendations through communication with clients to account managers for review and appropriate approval
• Identify service/operational inefficiencies, which affect clients and make recommendations for value-added enhancements to appropriate entities
• Identify system or process changes to streamline or improve service/STP playing a key role in the implementation of changes
• Work closely with P&TO teams to establish effective working relationships that will enhance client service, provide competitive advantage and reduce costs
• Track escalations via MCV tracking tool and use reports to identify opportunities for efficiencies
• Promote a spirit of teamwork that will provide high valued support to clients and Relationship/Account Management

What do you need to succeed?

Must-have

• Completed undergraduate degree
• Superior customer service skills, with excellent oral and written communication skills and interpersonal skills
• Demonstrated analytical and problem-solving skills
• Knowledge of RBC applications such as SRF, DDA, Sales Platform, etc.
• Good knowledge of SWIFT, CBA/CPA rules, Lynx, ACSS, and Payments-related systems.
• Excellent knowledge of PC's and Microsoft software
• Ability to interact effectively with management and support staff- internal and external

Nice –to-have

• Thorough understanding of BBE and RBC products such as Cash Management & RBC Express
• Strong presentation skills

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.

• Excellent exposure to communicate with various business partners and stakeholders in Investor & Treasury 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

RBC is committed to supporting flexible work arrangements when and where available. Details to be discussed with Hiring Manager.

RBC requires as a condition of employment that all successful candidates in the United States and Canada be fully vaccinated against COVID-19 prior to their start date, and may require proof of the same. Reasonable accommodation is available where required by law.