Job Description What is the opportunity? This role is Responsible for the review of customer complaints received by the Firm and development of the Firm's response and actions. It will respond to regulatory inquiries regarding customer complaints received by the Firm or received directly by the regulator and forwarded to the Firm. This role will complete regulatory reporting of customer complaints in accordance with applicable regulatory rules and maintain regulatory required customer complaint books and records in accordance with Firm policy and within record retention requirements. This Senior Officer will investigate and communicate conclusions verbally and in writing regarding complex customer complaints, arbitration, litigation, and related regulatory inquiries involving a high degree of regulatory or financial risk to the firm. It will ensure compliance with industry requirements regarding customer allegations of misconduct by the firm or one of our employees and corresponding outcomes. It may recommend remedial action against the employee when appropriate. It is responsible for recommending proactive initiatives to be taken by the firm based on lessons learned or patterns observed. What will you do? Thoroughly review and understand client complaint allegations Accurately log client complaints within Firm records inclusive of determining if the client complaint meets criteria as a FINRA complaint. Code case correctly for internal and external and external reporting purposes Determine if the client complaint triggers reporting by any associated persons of the Firm and facilitate such filings (e.g. FA U4 complaint filing) Complete fact gathering and factual review of customer complaints and determine accurate facts of the matter at issue Complete analysis of the matter, comparing factual review to the Firm's policies and procedures and regulatory requirements Determine and gain any needed alignment on the Firm's position regarding the customer complaint. Collaborate with Legal, Compliance colleagues, Field Leaders to gain alignment. Draft clear and responsive communications to customer complaints inclusive of letters and settlement offers where applicable Negotiate settlement within authority Escalate identified policy or procedure concerns and/or refer individuals who appear to have violated the Firm's policy for review and discipline Prepare and complete reports on individual matters or prepare and compile Dispute Resolution Data in the aggregate Communications with respective parties (e.g. customer, FA, complex management) throughout the process to manage expectations and outcomes What do you need to succeed? Must-have Bachelor's degree in finance, legal, business, or related field or equivalent industry experience 5 or more years of experience in dispute resolution 7-10 or more years of experience in financial services FINRA Series 7 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 include competitive compensation and flexible benefits, such as 401(k) program with company-matching contributions, health, dental, vision, life, disability insurance, and paid-time off. Leaders who support your development through coaching and managing opportunities. Ability to make a difference and lasting impact. Work in a dynamic, collaborative, progressive, and high-performing team. Opportunities to do challenging work. Opportunities to build close relationships with clients. The expected salary range for this particular position is $65,000-115,000, depending on your experience, skills, and registration status, market conditions and business needs. You have the potential to earn more through RBC's discretionary variable compensation program which gives you an opportunity to increase your total compensation, provided the business meets its performance targets and you meet your individual goals. RBC's compensation philosophy and principles recognize the importance of a highly qualified global workforce and plays a critical role in attracting, engaging and retaining talent that: Drives RBC's high-performance culture Enables collective achievement of our strategic goals Generates sustainable shareholder returns and above market shareholder value Job Skills Audits Compliance, Critical Thinking, Data Gathering Analysis, Decision Making, Industry Knowledge, Internal Controls, Interpersonal Relationship Management, Product Services, Risk Management, Strategic Thinking Additional Job Details Address: 250 NICOLLET MALL:MINNEAPOLIS City: Minneapolis Country: United States of America Work hours/week: 40 Employment Type: Full time Platform: CHIEF LEGAL & ADMIN OFFICE GRP Job Type: Regular Pay Type: Salaried Posted Date: 2025-10-03 Application Deadline: 2025-10-31 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. Join our Talent Community Stay 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 jobs.rbc.com. RBC is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status or any other legally-protected factors.
