Senior Customer Service Advisor - 18 month FTC

What is the opportunity?

We have an exciting opportunity to join our Edinburgh team as a Senior Customer Service Advisor on an 18 month FTC basis. This role assists with the day-to-day administration for the Digital Channels Customer Service Team and provides support to senior colleagues and team leader, dealing with various tasks to ensure the smooth running of the team.

What will you do?

• Handle incoming calls and mail from new and existing customers and resolving queries.

• Communicate with both internal and external customers.

• Input and maintain client data with accuracy onto our systems.

• Monitoring and allocation of email from the Digital Channel Customer mailboxes

• Monitoring and allocation of workflow tasks

• Deal with more complex client queries and troubleshoot where required

• Being the first point of contact for the Customer Service Advisors to escalate any client-related queries

• Work closely with the Team Leader to ensure tasks are completed with SLA

• Continuous review and improvement of team procedures and process

• Produce accurate Management Information to support Head of Digital Customer Service

• Ensuring client details and information is recorded and maintained correctly on systems

• Support business development activities

• Where appropriate to show leadership by volunteering to be champions/ambassadors/specialists/wizards to show commitment to the wider business

• Handle all aspects of a customer’s journey from account opening to closure or transfer of account and process any requests as needed

• Prepare and process all new client documentation and amendments.

• Set up and maintain online access and resolve customers queries with online access.

What do you need to succeed?

Must-have

• Previous Financial Services Administration / Customer service experience

• Confident using Microsoft Office (Word, Excel, Outlook and Teams) as well as the ability to adapt to new systems, and various web-based packages.

• Ability to prioritise multiple administrative tasks in a high paced, stressful environment

• Adaptable to change

• Strong organisational, follow through, attention to detail and problem-solving skills

• Good attention to detail, maintaining accuracy when completing written and numerical based tasks.

• Proven ability to work and communicate with varying levels of seniority

• Ability to take initiative, function independently, unsupervised and work as a team player

• Clear and concise communication skills – oral and written.

Nice-to-have

• Previous Front and Back-office experience within Financial Services and Wealth Management

• Professional qualifications or willing to work towards qualifications relevant to the role.

What is 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.

• Opportunities to work with the best in the field.

• Ability to make a difference and lasting impact.

• Work in a dynamic, collaborative, progressive, and high-performing team.

Agency Notice

RBC Group does not accept agency resumés. Please do not forward resumés to our employees, nor any other company location. RBC Group only pay fees to agencies where they have entered into a prior agreement to do so and in any event do not pay fees related to unsolicited resumés. Please contact the Recruitment function for additional details.

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Additional Job Details

144 MORRISON STREET:EDINBURGHEdinburghUnited Kingdom35Full timeWEALTH MANAGEMENTContract (Fixed Term)Salaried2026-03-022026-03-16

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

Inclusion and Equal Opportunity Employment

At 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.