Royal Bank of Canada

Case Manager

Royal Bank of Canada • $80K — $95K *
Montreal, QC H1A 0A1In-Person
Business Services
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 10+ years experience with RBC's products and services in Canada
  • Strong skills in conflict management and complaint resolution
  • Exceptional organizational and decision-making capabilities
  • Detail-oriented with clear communication skills
  • Impactful influencer with stakeholder management experience

Responsibilities

  • Review complaints for complexity assessment
  • Validate consent and authorizations before information sharing
  • Assemble relevant documentation for RBC complaint files
  • Coordinate RBC employee interviews with ECB Investigators
  • Respond to investigative inquiries accurately and swiftly
  • Review ECB recommendations and gather necessary stakeholder feedback
  • Develop a robust network of stakeholders to expedite investigations

Benefits

  • Supportive leadership for professional growth
  • Opportunity to make a lasting impact
  • Role at the forefront of representing RBC's brand
  • Dynamic and collaborative team environment
  • Flexible work/life balance options
  • Challenging work opportunities
  • Close relationships with internal stakeholders
Full Job Description
Job Description

What is the opportunity?

The Client Complaints Appeal Office is the most senior designated office appointed to address appealed complaints in RBC. Should a client be dissatisfied with the response provided by RBC, the client may escalate to an External Complaint Body (ECB). The role of the Case Manager is to act as the primary liaison between the ECB and RBC. The Case Manager is responsible for managing the day-to-day business relations with the ECB ensuring requests are fulfilled timely, and that ECB Investigators receive and comprehend all pertinent information required for them to complete a reasonable investigation and issue its final decision.

What will you do?
  • Review the complaint submitted to the ECB to ascertain the level of complexity.
  • Validate the proper consent and authorizations are obtained prior to sharing the RBC complaint file.
  • Assemble the RBC complaint file and build the file to ensure completeness of any relevant documentation as necessary.
  • Coordinate and represent the office of CCAO at any RBC employee interviews conducted by ECB Investigators.
  • Respond to investigative questions thoroughly, accurately and in a timely manner.
  • Review all ECB recommendations and ensure appropriate stakeholder feedback is obtained as required.
  • Develop, maintain, and build a network of stakeholders within RBC's different business and functional units to accelerate investigations and problem resolution in order to provide timely and superior quality response to ECB Investigators.


What do you need to succeed?

Must have:
  • A minimum of 10 years of experience and acute knowledge of Products and Services offered by RBC in Canada with strong and demonstrated organizational awareness
  • Strong impact and influence skills to support effective conflict management and attain complaint resolution.
  • Strong organizational & decision-making skills.
  • Detail oriented with an aptitude for clear and concise communication.


Nice-to-have:
  • Bilingual (English/French)
  • Prior experience in Complaint management / problem resolution and/or communicating with external parties (i.e. Regulatory or Government Organizations)


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.
  • Leaders who support your development through coaching and managing opportunities
  • Ability to make a difference and lasting impact
  • Being at the forefront of protecting and representing RBC's brand
  • Work in a dynamic, collaborative, progressive, and high-performing team
  • Flexible work/life balance options
  • Opportunities to do challenging work
  • Opportunities to building close relationships with internal stakeholders


Job Skills
Adaptability, Communication, Customer Relationship Management (CRM), Decision Making, Detail-Oriented, Emotional Intelligence, Ethical Business, Negotiation, Organizational Savvy and Politics, Results-Oriented

Additional Job Details

Address:

20 KING ST W:TORONTO

City:

Toronto

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

INTERNAL AUDIT

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2026-08-27

Application Deadline:

2026-09-21
Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

About Royal Bank of Canada

Royal Bank of Canada Careers

Join the dynamic team at Royal Bank of Canada (RBC), a global leader in financial services and a company committed to excellence and innovation. At RBC, we offer a wide range of job opportunities that empower professionals to shape their career paths with leadership, diversity training, and continuous growth.

Work You’ll Do

At Royal Bank of Canada, we are not just hiring; we are building a culture of innovation and leadership. Our team members are at the forefront of the financial industry, driving transformation and delivering targeted solutions that meet the evolving needs of our clients and communities.

Explore Job Opportunities and Employment at RBC

Whether you are starting your career or looking to take it to the next level, RBC offers positions that challenge your skills and fuel your ambition. From entry-level positions to leadership roles, our job opportunities span across various functions and regions. Join us and be part of a team that values professional growth and diversity.

Internship and Professional Development

Kickstart your career with an internship at Royal Bank of Canada. Our internships provide invaluable hands-on experience, networking opportunities, and insights into the financial services industry. Interns at RBC gain the skills necessary to excel and are often considered for full-time positions within the company.

Benefits and Culture

At RBC, we prioritize the well-being and satisfaction of our employees. Our benefits package is designed to support our team members at every stage of their life and career. RBC’s culture is built on a foundation of respect, integrity, and responsibility, fostering an environment where everyone can thrive.

Career Growth and Innovation

We believe in nurturing the potential of our employees through continuous learning and career development programs. At RBC, you will find endless opportunities to grow professionally through on-the-job experiences, formal training programs, and leadership development initiatives. Our commitment to innovation means we are constantly seeking out new ideas and perspectives, making RBC a perfect place for those who aim to lead and innovate.

Diversity and Inclusion

Diversity is our strength. At Royal Bank of Canada, we are committed to building an inclusive workplace where every employee feels valued and respected. Our diversity training programs are designed to educate and inspire, creating a more inclusive and equitable workplace.

Join Our Team

Search open positions that match your skills and interests. We look for passionate, curious, creative, and solution-driven team players. Start your journey with RBC today and be part of a world-class team known for its commitment to client service, community involvement, and innovation.

Stay Connected

Keep up to date with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here at Royal Bank of Canada.

Job Alert Emails

Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities awaiting you at RBC. Explore the possibilities with Royal Bank of Canada, where your future is filled with potential and the path to success is paved with countless opportunities for professional and personal growth. Join us and shape not just your career but the future of the financial industry.
Learn more about Royal Bank of Canada
Size
86,007 employees
Market Cap
$130.3 billion
Industry
Finance & Insurance
5 Year Trend
+8.7%
NASDAQ
RY
* Ladders Estimates

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