National Operations Support Agent

Job Summary

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 requests 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 documentation 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: (Knowledge/Experience):

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-changing 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.

8:00am to 4:00pm Monday to Friday (Hybrid)

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: 2025-04-01
Application Deadline: 2025-04-15

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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