C&C Support Analyst

The primary purpose of this position is to provide high touch field service and support to client firms of RBC Clearing & Custody (C&C). Analyst will assist and provide accurate information to C&C firm users while keep diligent records of all interactions. They will need to maintain phone queue and hold time standards. Analysts will work closely with the product management, training and TechOps teams in RBC C&C to stay abreast of changes to the platform and the business offering.

Analysts will learn the C&C business model including the differences between RIA, BD and Institutional firm types and are expected to actively engage with our client firms to deliver excellent support. Analysts will be given the opportunity to deep into each C&C tech offering including some vendor platform offerings to build up their knowledge base.

Analysts are encouraged to go above & beyond to make sure reoccurring issues and themes are identified will have an opportunity to be part of the solution. Analysts are encouraged to go above & beyond to make sure reoccurring issues and themes are identified will have an opportunity to be part of the solution. Analysts will partner with technology & business consultants, product managers and senior business leadership to provide immediate feedback from client firms to further optimize the C&C tech offering.

What will you do?

• Serve as a dedicated subject matter expert for C&C firms providing exceptional support pertaining to technical, operational, and business questions (55%)
• Accurately record and escalate product, training, or technology issues to the appropriate owner. Understand required accountabilities in the area in which the business partner works. (20%)
• Attend local firm visits with Senior Leadership to present on service metrics and to gather feedback. (5%)
• Serve as a Clearing & Custody subject matter expert for our clients and internal partners. Ability to navigate the RBC organization and best practices (5%)
• Escalate questions to the appropriate senior leaders. (5%)
• Reduce risk by suggesting process changes or modifications as appropriate. (5%)
• Perform other duties and responsibilities as assigned. (5%)

• 3+ years of financial services industry related experience, preferably within wealth management or clearing and custody.
• Experience with various the brokerage technology offerings (e.g. CRMs, Trading Platforms, Planning software, etc.)
• 3+ years of customer service experience
• Excel in a high-visibility environment serving our C&C firms leadership, financial advisors, and back office
• Have a depth of knowledge on RBC products, technology, departments, and policies.
• Proven ability to effectively deal with difficult people, situations and/or conflict
• Strong customer service skills, organizational skills, and attention to detail

Nice-to-have

• 4-year degree from an accredited university in business, finance, or related field
• 5+ year business or customer service experience.
• Salesforce contact management experience, Active Learning, Adaptability, Communication, Customer Service, Detail-Oriented, Group Problem Solving, Interpersonal Relationship Management, Product Services

$55,000 - $90,000 a year

401(k), Health insurance, 401(k) matching, Paid time off, Vision insurance, Dental insurance, Disability insurance, 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 include competitive compensation and flexible benefits, such as 401(k) program with company-matching contributions, health, dental, vision, life, disability insurance, and paid-time off.
• 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.
• Opportunities to do challenging work.
• Opportunities to build close relationships with clients.

The expected salary range for this particular position is $55,000-$90,000, depending on your experience, skills, and registration status, market conditions and business needs.

You have the potential to earn more through RBC’s discretionary variable compensation program which gives you an opportunity to increase your total compensation, provided the business meets its performance targets and you meet your individual goals.

RBC’s compensation philosophy and principles recognize the importance of a highly qualified global workforce and plays a critical role in attracting, engaging and retaining talent that:

• Drives RBC’s high-performance culture
• Enables collective achievement of our strategic goals
• Generates sustainable shareholder returns and above market shareholder value

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One 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.