What is the opportunity?

Reporting to Manager Operational effectiveness, this position is responsible for providing client support through all channels (Telephone, email, fax etc) and ensuring that all Trade inquiries are fully responded to by ensuring that consistency of client experience exists at all levels. The incumbent is responsible for all phone handling activities through the nationwide 1800 IPCC phone technology. The position is responsible to ensure that the department quality handling tools/benchmarks are adhered to in ensuring a high level of quality service is achieved while maintaining / exceeding our daily call handling standards. Ensures service quality and problem resolution with a view to enhancing the quality of our service delivery throughout each function, reducing our service costs and maximizing all resources. All responsibilities carried out in accordance with Code of Conduct and RBC Values.

Please note this is a contract position.

What will you do?

• Providing a high level of service and support to a global client base by consistently monitoring measurable Key Performance Indicator metrics.
• Manage and ensure call handling standards are met / exceeded on a daily basis (individual & team) with ongoing root-cause analysis on gaps identified (Grade of Service, Abandon rate, Average Talk-Time, effective scheduling, cross-training and product knowledge needs, etc.).
• Promotes superior customer service support to internal/external clients and service partners, ensuring Trade Operations is seen as a responsive, value adding resource; a service provider of choice.
• Mitigates operational risk through proactive measures and is fully prepared for BCP and Disaster Recovery events including telephone redirect.
• Liaise with Account Managers and GTS Managers nationally, in the handling and resolution of inquiries and complaints.
• Create an environment that fosters a “client first” mindset through demonstrated action and attitude.
• Review regularly personal call statistics, objectives, personal development plan etc.
• Participates in work place initiatives and ensures all established benchmarks meet / exceed senior management expectations (deadlines & accuracy.

What do you need to succeed?

Must-have:

• High level of proficiency on Online Global Trade Services and Trade ETradeline
• High level of proficiency on Client Application
• High level of proficiency on Trade Innovation
• High knowledge on Trade processes and folio’s
• Expert level of knowledge on RBC KYC policies and guidelines
• Expert level of knowledge on RBC Military Materials policies
• Expert level of knowledge on RBC AML Compliance and Guidelines

Nice-to-have:

• Have demonstrated excellent communication, listening and people skills and an ability to stimulate collaborations, learning and participation
• Knowledge of operational processing methodologies & procedures
• Risk Management and mitigation mindset
• Be a team player with above average understanding of client experience

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
• Flexible work/life balance options
• Opportunities to do challenging work
• Opportunities to take on progressively greater accountabilities
• Access to a variety of job opportunities across business and geographies WMUS

Job Skills

Business Case Design, Client Counseling, Customer Success, Data Gathering Analysis, Decision Making, Group Problem Solving, Storytelling, Time Management, Training Needs Analysis (TNA), Vendor Evaluations

Additional Job Details

180 WELLINGTON ST W:TORONTOTorontoCanada37.5Full timeTECHNOLOGY AND OPERATIONSContract (Fixed Term)Salaried2026-02-192026-02-27

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.

RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.