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. Associate 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. Associate 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. (60%) 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. (20%) Escalate questions to the appropriate senior associates within FCSS. (10%) Reduce risk by suggesting process changes or modifications as appropriate. (5%) Perform other duties and responsibilities as assigned. (5%) What do you need to succeed? Must-have 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 Nice-to-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 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, Critical Thinking, Customer Service, Detail-Oriented, Group Problem Solving, Interpersonal Relationship Management, Product Services Additional Job Details Address: 250 NICOLLET MALL:MINNEAPOLIS City: Minneapolis Country: United States of America Work hours/week: 30 Employment Type: Part time Platform: Wealth Management Job Type: Regular Pay Type: Salaried Posted Date: 2024-04-26 Application Deadline: 2024-05-02 Inclusion 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. 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 recruitm nt process. Join our Talent Community Stay in-the-know about great career opportunities at RBC. Sign up and get customized info on our latest jobs, career tips and Recruitment events that matter to you. Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at . RBC is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status or any other legally-protected factors.