CMO Enrolment Officer

Job Description

What is the Opportunity?

In this role as a CMO Enrolment Officer, you will be responsible for managing a high-quality Cash Management Onboarding experience for new and existing clients in RBC Express, RBC Edge, OFCA. The overall objective of the role is to provide an exceptional client experience throughout the onboarding process.

What will you do? 

• Ensure onboarding requests are actioned as per the established SLA.

• Actively participate in quality assurance coaching sessions.

• Demonstrate "Client First Initiative" by being responsive to the needs of all areas in Cash Management Operations and collaborating with peers to add value to client experience.

• Share responsibility for customer satisfaction both within the Cash Management team and alongside our Service Partners.

• Identify potential efficiency gains on an ongoing basis and maintain a continuous process efficiency mind set.

• Demonstrate full commitment to Service Level Agreements and follow up with processes in effect.

• Ensure extreme due diligence is demonstrated when performing activities as it relates to privacy breach incidents and risk compliance.

• Ensure 100 percent accuracy when inputting BCRMS billing upon service enrolment and support guidelines established by Product Management endeavoring to minimize revenue leakage.

• Exercise due diligence and ownership through strong understanding of the impact throughout the step-by-step enrolment process.

• Follow RBC compliance procedures as outlined in folio instructions and guidelines. Uphold RBC's Code of Conduct, Values and Guiding Principles, ensuring full compliance with privacy standards and ethical practices.

• Apply a project management mindset, engaging the Product Specialists at the first client touchpoint and coordinating weekly calls with internal partners and clients (if needed) to ensure a smooth and timely implementation. 

• Ensure accuracy and due diligence when activating services, including thorough follow-up for manual or complex setups. Maintain service level agreements (SLAs) while delivering exceptional quality.

Must Have: 

• 1-2 years of customer service experience in the financial services industry.

• Tech savvy

• Collaborative work ethic and strong attention to detail.

• Passionate about continuous growth and learning.

• Proven ability to think critically and solve complex problems.

• Demonstrated team collaboration with above average decision-making skills and a growth mindset.

• Client focus mindset.

• Analytical thinking.

Nice-to-have :

• Bilingual (English and French) candidates required for this role with excellent communication skills in both. Written and verbal.

• Candidate should be familiar with the following tools and applications: RBC Express, Synergy CRM, CMS, eContent Manager, Microsoft tools, C360, RBC Connect, and BCRMS.

• General understanding or knowledge of Cash Management Products Suite.

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

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Note : Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

I nclusion 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.

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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.