Job Category: Investment Products and Services
Job Type: Full Time
Employment Type: Regular - U.S.
Pay Type: Salaried
Work Hours/Week: 40
People Manager: No
Work Environment: Office
% Travel Required: 0
Province/State/County: Minnesota (US-MN)
Address: 60 South Sixth Street, Minneapolis, MN
Requisition ID: 19509
The Business Application Training and Support department delivers solutions to groups and individuals that are focused on an efficient and productive wealth management practice and is appropriate to the FA segments and business models. This position provides reactive support and just-in-time training to Financial Advisors and staff in the PCG offices related to the systems, processes, tools, and products used in our daily business of servicing clients and their accounts.
The Specialist‘s primary responsibility is to provide timely solutions and just-in-time training in response to inbound requests that come in via phone and/or e-mail. Additionally, this group will work closely with other PCG functional areas to identify training needs and then provide outbound training classes and materials. This position will actively participate in the rollout of new operation’s procedures, back office functionality and broker workstation applications; this function frequently has the opportunity to participate in cross-functional teams in support of projects and campaigns.
Business Application Training and Support is a conduit for information and expertise between the home office and the branch offices. The Business Application Support and Training roles that work with PCG offices require an understanding of how the Private Client Group is serviced at RBC WM and it’s related policies, procedures and processes.
Major Job Accountabilities:
Provide remote training and support focused on timely solutions and just-in-time training responses for PCG offices seeking assistance with business applications.
Provide subject matter expertise in a broad range of systems, processes, programs, tools, and products
Provide assistance with escalation and referral for other service/support requests
Participate in the ongoing delivery and maintenance of outbound training classes and materials.
Provide heightened support function during integrations and when new users or new technologies are introduced.
Participate on cross-functional teams during projects and campaigns.
Prioritize and manage multiple cases and relationships in a time sensitive environment.
Track cases and solutions and assist with documentation and reporting needs of the department.
Candidate Qualifications (Knowledge, Skills and Abilities):
A four-year degree or relevant industry experience
Minimum two years experience in the financial services industry
Effective written and oral communication skills with attention to detail
Support and/or training experience
Strong customer service skills as demonstrated by an ability to anticipate and meet customer needs
Proven ability to effectively build relationships and partner with clients, users and colleagues
Ability to work on multiple initiatives and deliver consistent results
Advanced proficiency with all Microsoft Office applications
Presentation/Public Speaking experience
Documentation/Technical Writing experience
Technology rollout experience, preferably with financial services firm
Experience and background in brokerage industry operations
Working knowledge of any/all of RBCWM’s applications and other financial advisor applications; ClientSource, BETALink, BPSWeb, CommissionWeb, PostEdge, Thomson ONE, Personal Needs Analysis (PNA), Morningstar
Series 7 and 63/65 or 66
Diversity in the workplace, one of our shared values, lies at the heart of our rewarding, open, supportive and inclusive work environment. We respect and respond to the many competing and evolving priorities in our lives so you can focus on what you can do best – put clients first.
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