Operations Officer ( AOTF)

Job Description

Job Description Job Description What is the opportunity? Based in the Home Equity Closing Center, the successful candidate will be responsible to manage and ensure compliance of mortgage and home line files from the Mortgage Specialists and the branch network from the approval up until disbursement/activation of the file. Please note this role is Hybrid and may require you on site. Client Experience Provides consistent service within established benchmarks contributing to achievement of business Client Service Commitments (CSC’s) Proactively identifies and recommends solutions to recurring errors and service gaps; acts as a referral point/Subject Matter Expert for sales and service employees Takes ownership and accountability for the resolution of complex issues and concerns at the first point of contact; demonstrating a long-term perspective in addressing client concerns. Manages incoming cases from across Fraud Management, regardless of location Client Solutions Identifies service/operational inefficiencies and makes recommendations for value added enhancements to appropriate parties. Proactively identifies and recommends solutions to recurring errors, service gaps and process efficiency and effectiveness enhancements; acts as a referral point/Subject Matter Expert for sales and service employees Supports revenue growth by reducing revenue leakage and focusing on other opportunity spotting initiatives Ensures that all cases are accurately tracked, reported and actioned according to business established guidelines Business and Risk Management Ensures all authorities for the role (delegated authorities, SECAF, systems access etc.) are adhered to, reviewed and understood. Ensures adherence to Global Information Risk Management framework and Global Compliance mandated policies and procedures. Actively ensures that all cases are referred to the appropriate teams (such as Legal, Compliance, or CIS, amongst others) in order to minimize operational and reputational risk Exercises due diligence in following operational risk policies, procedures, standards and guidelines. Reviews all transactions/reports/documents to ensure compliance/adherence with policies/procedures/guidelines Takes full accountability for quality and accuracy of day to day job responsibilities, tasks and activities ensuring a balanced focus on enhanced client experience, efficiency and effectiveness and operational risk Employee Capability and Engagement Employee language and behaviors support a client first mindset at all times. Employee is aware of RBC Capabilities and partners with their manager to develop their skills and proficiency on designated capabilities identified for the role/business through Development Plan activities and career planning discussions Employee utilizes strong negotiation skills in all dealings with Service Partners and/or clients Employee actively participates in regular coaching routines and learning opportunities to improve their individual and team con

Required Skills