Job Description

What is the opportunity?

We have an exciting opportunity to join our office in London as an Associate for the Client Complaints Team. This role will involve recording, triaging and investigation and analysis of complaints received by the Group in accordance with regulatory requirements. You will provide advice and recommendations for the resolution of complaints.

What will you do?

• Ensure that regulatory timescales for complaints handling are consistently maintained.
• Calculate detriment to clients in accordance with industry standards, Financial Ombudsman Service guidance and internal precedent.
• Identify and escalate the systemic issues and trends to relevant parties.
• Ensure maintenance of complete records, providing a clear audit trail for complaints.
• Advise and support the Business on the prevention of complaints.
• Carry out training, workshops and one to one training to raise the profile of good complaints handling, preventative measures and awareness of Group procedures.
• Maintain knowledge on regulatory matters, company policies and products.
• Liaise with investment managers and financial planners, providing them with guidance on potential liability/breach of FCA rules, procedures, interpretation of regulation and company policy in respect of complaints.
• Identify and escalate issues as they arise and suggest solutions for resolution.

What do you need to succeed?

Must-have

• Prior industry experience in a complaint handling role within an independent/whole of market organisation in financial services.
• Good knowledge of how the role contributes to the Risk & Compliance business strategy.
• Ambition to develop technical knowledge of regulations through relevant CPD, courses or exams.
• Excellent administration, planning and organisational skills.
• Strong attention to detail.

Nice-to-have

• CISI or ICA qualifications.

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.
• Flexible working options fully supported.

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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Job Skills
Active Learning, Adaptability, Critical Thinking, Customer Service, Decision Making, Detail-Oriented, Group Problem Solving, Interpersonal Relationship Management, Product Services, Time Management

Additional Job Details

Address:

100 BISHOPSGATE:LONDON

City:

London

Country:

United Kingdom

Work hours/week:

35

Employment Type:

Full time

Platform:

WEALTH MANAGEMENT

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2026-08-05

Application Deadline:

2026-08-20
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.

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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.