Case Manager Client Complaints Appeal Office

What is the opportunity?

As a Case Manager in the Client Complaints Appeal Office, you will review, investigate and resolve client complaint escalations and related systemic issues through timely and fair reviews. You will use effective conflict management practices in casework to demonstrate fairness and to mitigate risk to RBC.

Being mindful of identifying opportunities for change within RBC’s policies and procedures, you will proactively share client feedback to RBC senior management in order to improve customer loyalty and reduce RBC’s potential for reputational, operational, and financial risk.

What will you do?

• Inform clients of the CCAO role and processes involved in the appeal as well as collecting information from the client during the interview, remaining neutral, and basing decisions on facts.
• Perform in depth investigations of client claims which will include retrieving supporting documentation from source systems.
• Effectively and efficiently investigate client complaint escalations using internal tools as well as telephone interviews in order to prepare detailed written resolution reports provided to clients.
• Following your investigation, you will prepare detailed written resolution reports provided to clients. The quality of these communications is of the utmost importance given that the response will be the final response the client will receive from RBC.
• 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 resolutions to clients.

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 and uphold adherence to RBC Values and high standard of ethics and Code of Conduct through proactive and effective conflict management, improving employee capability in conflict prevention, management, and resolution.
• Strong organizational & decision-making skills.
• Proficient knowledge of RBC’s complaint handling policy (CH-1) and Compensation policy (CH-2)

Nice-to-have:

• Proficient knowledge of the Financial Consumer Protection Framework (FCPF) requirements including adherence to timelines, substantive response letters and related regulatory requirements.
• complaint management / problem resolution training

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:TORONTO Toronto Canada 37.5 Full time INTERNAL AUDIT Regular Salaried 2025-12-22 2026-01-22

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.