Case Manager

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

20 KING ST W:TORONTOTorontoCanada37.5Full timeINTERNAL AUDITRegularSalaried2026-08-272026-09-21

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

Our Employment Opportunities

At 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.

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.