What is the opportunity?

Reporting to the Senior Manager Investigations, this position will provide support to the Business Unit and Payments Processing and Operation Center (PPOC) Management Team in controlling, trending, analyzing and resolving escalated client/service partner inquiries. Supports the Senior Manager Investigations in assuring optimal efficiency and effectiveness of Business Unit operations including mitigating risk, supporting the implementation of new initiatives, closing training/processing gaps and maximizing the client experience. Will work in conjunction with key business partners and staff to provide the department with ongoing functional expertise, recommending changes/enhancements and by providing in depth workplace testing/piloting prior to implementing changes. All responsibilities carried out in accordance with Code of Conduct, RBC Values and Guiding Principles ensuring adherence to Privacy Principles.

What will you do?

• Responsible for sourcing and resolving client escalations relating to Wire Payment transactions through a variety of channels
• Reviews Escalations for trends/gaps and efficiencies providing timely/accurate feedback including process improvement recommendations and in identifying coaching opportunities.
• Assists in the technical training for new /existing staff, providing documented feedback on progress.
• Monitor and analyze a variety of daily/weekly reports and statistics to ensure processing accuracy, timeliness and consistency.
• Responsible for Quality Control/Assurance reviews and Pre-Verification of payments and messages performed by Investigation Officers
• Considered a Subject Matter Expert relating to Wire Payment Investigations
• Consistently adapts to the changing business environment demonstrating a sense of urgency to deliver quality service within established time frames in high profile setting.
• Ensures continuous improvement by identifying gaps/efficiencies in operating practices.

What do you need to succeed?

Must have:

• 2 - 4 years’ experience in Wire payments and SWIFT Standard
• Experience in investigations and risk identification
• Adaptable to change, problem solving, analytical, organizational and decision-making skills
• Challenges status quo and responds with innovative solutions
• Technical aptitude and system documentation proficiency

Nice-to-have:

• Fluent in French
• Knowledge of BESS, DDA, TLM, SRF, IRIS, OnDemand, Intellitracs, IntelliMatch, Sales & Service Platform, RBC Express

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
• Opportunities to take on progressively greater accountabilities
• Opportunities to building close relationships with clients
• Access to a variety of job opportunities across business and geographies

#LI-POST

Job Skills

Active Learning, Adaptability, Customer Service, Decision Making, Detail-Oriented, Group Problem Solving, Operational Delivery, System Applications, Teamwork, Time Management

Additional Job Details

180 WELLINGTON ST W:TORONTOTorontoCanada37.5Full timeTECHNOLOGY AND OPERATIONSRegularSalaried2025-09-092025-09-20

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.