Sales Operations Associate• Acted as a main point of contact for all service-related issues from members of the RBC GAM Advisor Sales Team, National Accounts, and the Investment Product Advisory team.• Liaised directly with Advisors to understand their queries and work towards resolution.• Liaised with internal operational groups to ensure that any issues pertaining to Advisor escalations are resolved in a timely manner.• Managed all queries using the case management functionality in Salesforce.• Maintained records of all correspondence on cases using our CRM system (Salesforce).• Actively participated in regular meetings with our internal business partners to discuss any issues pertaining to the delivery of exceptional Advisor service.• Fulfilled and monitored registration requests for our on-line Advisor self-service portal; promoted self-service options to Advisors.• Managed the collection and verification of all Dealer Agreements.• Acted as the subject matter expert and facilitated specialized trade processes.• Built strong internal and external relationships across the financial industry.• Developed effective internal and Advisor-facing communication material.• Reviewed rejected offshore trades to assess compliance with national eligibility regulations.

Reconciliation Administrator• Manually loaded all PS files and dividends from Fundserv into MFR (MF Recon).• Created the out of balance tracking report and best practices process to identify trade obstacles, which were then delegated to the appropriate department for resolution.• Provided monthly reports to financial auditors at head office to confirm there were no discrepancies to address, including documents that were sent to MFDA (Mutual Funds Dealer Association).• Updated the custodial agreements via MFDA web site.• Delivered product training, as needed, ensuring all client personnel are trained on daily usage tracking on the product platform and specific workflows.

• Ran morning files through FIS/RBIS contract match and trade create reports• Managed daily payable/receivable to Fundserv via RBIS Application Launchpad • Processed manual credit and debit slips in the process of money movement between general ledgers and commissions and trailers• Monitored same day rejected trades, updating/cancelling and providing financial planners with updates • Monitored all daily acknowledged trades to identify and rectify problems• Balanced daily general ledger accounts with Montreal audit department• Processed various reports to identify problem trades that need to be corrected • Acted as point of contact for various branches as well as Montreal staff• Mentored and trained new and existing employees• Acted as subject matter expert on CRM2 for internal and financial planner inquiries

• Fostered strong relationship cross organizationally with RMFI (EAC), RBC DS, RBC GAM and other various mutual fund companies across Canada • Interacted with internal and external financial representatives to address elevated and challenging issues which required a quick resolution • Created various daily, weekly and monthly reports to provide analysis for internal audit and accountability • Managed dealer agreements within RBC I&TS• Managed increased workload during RRSP and Tax season pertaining to client accounts • Translated French legal documents to English