Job DescriptionJob DescriptionWhat 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 ExperienceProvides 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 employeesTakes 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 locationClient SolutionsIdentifies 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 employeesSupports revenue growth by reducing revenue leakage and focusing on other opportunity spotting initiativesEnsures that all cases are accurately tracked, reported and actioned according to business established guidelinesBusiness and Risk ManagementEnsures 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 riskExercises due diligence in following operational risk policies, procedures, standards and guidelines.Reviews all transactions/reports/documents to ensure compliance/adherence with policies/procedures/guidelinesTakes 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 riskEmployee Capability and EngagementEmployee 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 discussionsEmployee utilizes strong negotiation skills in all dealings with Service Partners and/or clientsEmployee actively participates in regular coaching routines and learning opportunities to improve their individual and team contribution. Ensures skills and knowledge are up-to-date and meet position requirements.Employees understand and accept change as it relates to their role and commitment to enhance client experience.Employees contribute to the overall success of the team by sharing ideas and best practices. Values and builds on ideas presented by othersWhat do you need to succeed?Must-have:Available to work Monday – Friday from 12pm-8pmA minimum of one year of client service experienceAbility to confidently take on high workload and call volume, while prioritizing and multitasking, with a commitment to delivering superior client experienceProven interpersonal, communication and problem resolution skillsNice-to-have:Advice/Call Centre experienceAbility to navigate between multiple Windows-based application systemsGood working knowledge of RBC systems (ex: Linx, Host, Panther, Casper, Application Launchpad)Proficiency in Microsoft OfficeFluency in both English and French language skills (reading, writing, and spoken)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, and competitive compensationFlexible work arrangements, including bonuses for evening shiftsLeaders who support your development through coaching and managing opportunitiesAbility to make a difference and lasting impactWork in a dynamic, collaborative, progressive, and high-performing team that genuinely puts security firstA world-class training program in financial servicesJob SkillsAdditional Job DetailsAddress: YORK MILLS CENTRE, 10 YORK MILLS RD:TORONTOCity: TorontoCountry: CanadaWork hours/week: 37.5Employment Type: Full timePlatform: PERSONAL & COMMERCIAL BANKINGJob Type: RegularPay Type: SalariedPosted Date: 2026-04-15Application Deadline: 2026-05-02Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date aboveOur Employment OpportunitiesAt RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One 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.Join our Talent CommunityStay 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 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.
