Every company or organization establishes goals, objectives and missions that

remind them of the path they need to follow in order to succeed in the future, one
of the greatest assets that an organization can have is its employees. However
the company undergoes a long process to ensure that they have hired the right
people for the right jobs, therefore, to follow up they would need to conduct a job
analysis. In this assignment I will be analyzing the job position of a Mobile
Mortgage Specialist 1 from the company RBC, Royal Bank Of Canada, by
selecting a suitable method of job analysis and then begin by gathering
information about the company and the chosen position as well as the various
pitfalls encountered throughout.

Royal Bank Of Canada, which also operates under the brand name of RBC, is
considered one of the biggest banks in Canada, such a large corporation needs
to constantly observe its employees to determine if any changes need to be
made whether through training, compensating and so on, that being the case, the
position I intend to analyze requires two methods of Job Analysis, observation
and interview. The reason I chose two methods is because the job position of a
mobile mortgage specialist is a flexible job, where the employee tends to manage
their own schedule and are usually paid on commission. During my research, I
interviewed a mobile mortgage specialist, to get an insight of their daily routine, in
which it enabled me to choose the selected methods required. The specialist I

1

Appendix 1 - Work/Job Description Prior to Job Analysis

contacted indicated that everyone is different in this kind of job and that his
routine is not the same as other mortgage specialists within the organization.
RBC allows the specialist to run their business the way they want to with minimal
supervision. The routine begins, with the employee working at home rather than
an office, and scheduling their appointments according to what is suitable for the
client, for example the employee tends to be a night person therefore he books
his appointments between 12pm and 8pm. If there are no appointments then he
follows up with phone calls, either with his existing clients or new clients in which
he tries to get them to book appointments, to analyze their financial portfolio and
proceed with giving them a better mortgage deal, in which the client would then
switch to purchasing from RBC.

With the insight given above, when the employee is in the office for his
appointments, the manager of the branch can begin by conducting an interview2

with the employee by asking structured questions to collect various information

and financial statements of the tasks and duties that they have completed or that
are still in the process, to ensure they are performing the required tasks that have
been given to them and according to what is stated within their job description. At
times, the employee can exaggerate with the tasks or fail to mention things that
can jeopardize their job, therefore to be certain the manager can follow up and
attend some of the meeting or appointments that the employee is conducting, to

2

Appendix 2 - Sample Questions Asked During Interview Method Of Job Analysis

observe and validate the information given during the follow up interview.

Before meeting for the interview, the manager would need to gather the
necessary information that will help structure and ask the right questions. The
first and most important thing is to go back to the beginning and read the job
description that was given to the employee before he or she where hired. By
looking at the job description one would see a detailed summary of the job
position, requirements, skills, experience and education needed to fulfill the job.
Moreover the manager would need to understand the financial aspect of the
department such as the budget, sales etc. to make sure that the employee has
either met the required sales and/or has not exceeded the budget or target.
Another piece of information can be a list of clients and their financials that will
give the company or the manager a brief summary of all accounts, to verify that
they are in place and updated, without any act of fraud.

As shown above, both methods tend to validate one another, however when
conducting them, the interviewer must be trained to make sure that the right
questions are asked clearly and properly, which can sometimes cause the
interviewer to direct a question that can be offensive to the employee, this tends
to be time consuming and can lead the interviewer to being biased as well as
lacking the sense of communication. In addition, during the observation method

of the job analysis the observer can cause the employee to alter their normal
behavior and work style as a sense of being evaluated, this can also be difficult
for the observer to capture the job as a whole.

In order for the organization to ensure the methods are done properly, it needs to
invest time and money to train specific employees that are assigned to conduct
the interviews and observe employees in positions such as the mobile mortgage
specialist, in this case the human resource department can create training
programs or by hiring outside consultation in which they are familiar with such
jobs and are capable of conducting and interviews and observing the employees.

Overall, as discussed, a mobile mortgage specialist3 is a flexible job; therefore

the organization needs to be constantly following up with the employee to ensure
the requirements are being met accordingly. Moreover, it is evident that such a
job position requires the different methods of job analysis as it will help both the
organization and the employee communicate efficiently when needed as well as
provide feedback or ask questions and get a better understanding of the job
requirements.

3 Appendix

3 Reviewed Work/Job Description

Appendix 1 - Work/Job Description Prior to Job Analysis

Mobile Mortgage Specialist - Ottawa Market, ON

Date: Jun 23, 2015
Location: Ottawa, ON, CA
Company: RBC
City: Ottawa
Address: Ottawa
Work Hours/Week: 37.5
Work Environment: Your Home Office
Employment Type: Permanent
Pay Type: Commissioned Sales
Exempt/Non-Exempt: N/A
% Travel Required: 51-75
People Manager: No
Job Posting End Date: 12/31/2015
Position Purpose:
Do you long for a position with independence and flexibility, while still working with the
strength of the RBC Brand behind you? Are you a sales-oriented, self managed and self
motivated individual willing to work on 100% commission?
As a Mortgage Specialist at RBC, you will seek out new customers through the
development of relationships within the community and realtors' offices. You will
enhance the experience of existing customers who are not being account managed by
being accessible and proactively providing customer-focused mortgage solutions and
advice. At the conclusion of the approval for mortgage financing for the customer, you
will successfully anchor the customers with the appropriate delivery channel within RBC
Financial Group.
The successful candidate will be required to work out of a home office, and remain
mobile to accommodate clients preferences.
RBC is committed to providing a highly comprehensive and competitive compensation
program built to reflect the principles of flexibility and choice, along with a shared
accountability for success that reflects a belief in winning together.
Our Total Rewards program includes:
Unlimited earning potential through commissions
Bonuses tied to your sales production along with referral rewards for
collaborating with RBC partners
Flexible benefits along with our employee savings and share ownership plan
Defined contribution pension option
Learning and career growth opportunities within Canadas largest FI
Top performers are recognized with an invitation to our National Sales
Convention held annually outside of Canada
Best in class employee banking services.

Key Accountabilities:
1. Developing local business opportunities and seeking out new customers through
the development of relationships within the community and centers of influence.
2. Position will be constantly challenged to exceed previous goals and targets and
achieve your own unique contribution to the regions success.
3. Leverage full RBC capabilities including branches, alternate delivery channels
and service partners to achieve RBCs business goals.
Knowledge/Experience:

Knowledge/Accreditations:
A developed realtor network, an existing network of referrals & centers of
influence is an asset for this role
Strong knowledge of the mortgage origination business and home financing
products is an asset.
Knowledge of personal banking products and risk management guidelines
are important aspects
Strong computer skills will help in working routines
A good attribute is the ability to leverage internal knowledge and experience
of RBC partners in order to build customer loyalty and trust

Experience:
A minimum of 3 years proven Sales success, preferably in the Financial or
Real Estate industry
Proven success establishing and maintaining community networks/centres
of influence
Demonstrated success building trust and maintaining long-term client
relationships
Skills/Competencies/Attributes:
Proven application of business acquisition mindset.
A demonstrated in networking, prospecting and asking your clients for
referrals is critical to success
Excellent presentation and organizational skills

Education:
A post-secondary diploma/degree, ideally in Commerce, Business Administration or
related experience is required.
Each role at RBC offers a variety of development opportunities that are critical to an
individual's career growth. In this role, the successful candidate can expect to gain
experience in generating revenue and interacting with clients.
RBC offers a Total Rewards package that includes performance-based pay along
with an array of benefit and pension options, support of work/life balance, as well
as learning and growth opportunities

Appendix 2 - Sample Questions Asked During Interview Method Of Job Analysis

General details
Date of review:
Reviewed by:
Validated by:
Job title:
Classification level:
Status: (full-time, part-time etc.)

Duties and responsibilities

1.
2.
3.
4.
5.
6.

Key skills required

1.
2.
3.
4.
5.
6.

Personal attributes required/Performance Review

1.
2.
3.
4.
5.
6.

Reporting structure

Reports to:

Responsible
for:

Supervision
of:

Appendix 3 - Reviewed Work/Job Description

Mobile Mortgage Specialist - Ottawa Market, ON

Date: Jun xx, 2015
Location: Ottawa, ON, CA
Company: RBC
City: Ottawa
Address: Ottawa
Work Hours/Week: 37.5
Work Environment: Your Home Office
Employment Type: Permanent
Pay Type: Commissioned Sales
Job Posting End Date: 12/31/2015
Position Purpose:

As a Mortgage Specialist at RBC, you will seek out new customers through the
development of relationships within the community and realtors' offices.
Enhance the experience of existing customers who are not being account managed
by being accessible customer-focused mortgage solutions and advice, as well as

successfully anchoring the customers with the appropriate delivery channel within
RBC Financial Group.
The successful candidate will be required to work out of a home office, and remain
mobile to accommodate their schedule according to the clients preferences.

Our Total Rewards program includes:

Unlimited earning potential through commissions
Bonuses tied to your sales production along with referral rewards for
collaborating with RBC partners
Flexible benefits along with our employee savings and share ownership plan
Best in class employee banking services.
Key Accountabilities:
1. Developing local business opportunities and seeking out new customers through
relationships with the community and centers such as the real estate agencies.
2. Position will be constantly challenged to exceed previous goals and targets and
achieve your own unique contribution to the regions success.
3. Leverage full RBC capabilities to achieve RBCs business goals.
Knowledge/Experience:

Knowledge/Accreditations:
A developed realtor network, an existing network of referrals & centers of
influence is an asset for this role
Strong knowledge of the mortgage origination business and home financing
products is an asset.
Knowledge of personal banking products and risk management guidelines
Strong computer skills will help in working routines
A good attribute is the ability to leverage internal knowledge and experience
in order to build customer loyalty and trust

Experience:
A minimum of 4-5 years proven Sales success, preferably in the Financial or
Real Estate industry
Demonstrated success building trust and maintaining long-term client
relationships
Skills/Competencies/Attributes (as shown later below)
A demonstrated in networking, prospecting and asking your clients for
referrals is critical to success
Excellent presentation and organizational skills

Education:
A post-secondary diploma/degree, ideally in Commerce, Business Administration or
related experience is required.

Bibliography

Getting the Right People. (n.d.). Retrieved July 3,

http://hrcouncil.ca/hr-toolkit/right-people-job-descriptions.cfm

Job analysis interview questions - 4HRM. (2010, March 30). Retrieved July
6, 2015, from http://4hrm.info/job-analysis-interview-questions/

Mobile Mortgage Specialist - Ottawa Market , ON. (2015, December 31).

Retrieved July 4, 2015, from https://jobs.rbc.com/job/Ottawa-MobileMortgage-Specialist-Ottawa-Market-,-ON-ON/221281700/

Job Analysis: Methods Of: Interview. (n.d.). Retrieved July 4, 2015, from
http://www.hr-guide.com/data/G011.htm

Job Analysis: Methods Of: Observation. (n.d.). Retrieved July 4, 2015, from
http://www.job-analysis.net/G013.htm

Advantages and Disadvantages of Job Analysis Methods. (2013). Retrieved

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6,
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from
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2015,

from

from

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Canada (5th ed.). Toronto, Ontario: Nelson Education.