About this role
Role Overview
- Review, investigate and resolve client complaint escalations
- Inform clients of the CCAO role and processes involved in the appeal
- Perform in depth investigations of client claims
- Prepare detailed written resolution reports provided to clients
- Develop, maintain, and build a network of stakeholders within RBC’s different business and functional units
Requirements
- A minimum of 10 years of experience
- Acute knowledge of Products and Services offered by RBC in Canada
- Strong impact and influence skills
- Strong organizational & decision-making skills
- Proficient knowledge of RBC’s complaint handling policy (CH-1) and Compensation policy (CH-2)
- Proficient knowledge of the Financial Consumer Protection Framework (FCPF) requirements including adherence to timelines, substantive response letters and related regulatory requirements
- Complaint management / problem resolution training
Benefits
- Flexible work/life balance options
- Opportunities to do challenging work
- Leaders who support your development through coaching and managing opportunities