Job Description

Job Summary

Job Description

What is the opportunity?

The primary purpose for this position is to provide field- and client-facing customer service and support.   The Associate, Premier Service Group- Tech role will assist and provide accurate information to clients and field users and will keep diligent records of all interactions.  They will need to maintain queue and hold time standards. The Associate, Premier Service Group-Tech is responsible to keep current on changes to business processes and the technology that impacts the clients and field users they support.

What will you do?

• Provide accurate information on business processes that the associate supports. Accurately record and escalate product, operational, or technology issues to the appropriate owner.  Understand required accountabilities in the area in which the Associate works.
• Research, respond, and follow-up with assistance from other team members as required to questions from field users, external clients, Operations, and other RBC Business Units.  Associate will draft basic knowledge articles, as well as make changes and updates for review by leaders.
• Escalate questions to the appropriate senior associates within FCSS.
• Reduce risk by suggesting process changes or modifications as appropriate.

What do you need to succeed?

Must-have

• 4-year degree from an accredited university in business, finance, or related field or equivalent or High school diploma AND 1+ year of job-related experience.
• Ability to communicate effectively, both verbally and in writing.
• Ability to understand and meet business daily support needs.
• Ability to work efficiently and accurately with minimal supervision.
• Ability to work independently and within a team environment.
• Ability to work well and maintain composure under pressure.
• Ability to effectively deal with difficult people, situations and/or conflict.
• Strong customer service, organizational skills, attention to detail and confidentiality.
• Basic computer skills in Windows-based software products including Word, Excel and Outlook.
• Technical support: Respond to user inquiries via phone, email, online chat, or in person. Provide technical support for hardware, software, network connectivity, and other IT systems
• Troubleshooting: Diagnose problems reported by users, identify the root cause, and provide solutions.
• Prioritization: Manage and prioritize incidents to ensure timely resolution of help desk tickets.
• Escalation: Recognize and escalate more difficult problems to Tier II support.
• Follow up: Follow up with customers to ensure satisfactory service.

Nice-to-have

• Salesforce contact management 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

Job Skills

Active Learning, Adaptability, Communication, Customer Service, Detail-Oriented, Group Problem Solving, Interpersonal Relationship Management, Operational Delivery, Product Services

Additional Job Details

Address:

250 NICOLLET MALL:MINNEAPOLIS

City:

Minneapolis

Country:

United States of America

Work hours/week:

40

Employment Type:

Full time

Platform:

WEALTH MANAGEMENT

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2024-07-24

Application Deadline:

I nclusion and Equal Opportunity Employment

At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.
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We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.

Job Tags

Full time, Flexible hours,

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