What is the opportunity?

The overall purpose of this role is to act as a central point of contact and relationship manager to the Dominion Securities & Phillip Hagar & North’s Front Office personnel as it pertains to Estates. The successful incumbent will manage specific regions and be the point of contact for questions related to new deaths and settlement requirements. Working as an Advisor Concierge Efficiency Solutions Associate, to the business, Associates will liaise with the various operations’ processing centres-of-excellence to research and investigate inquiries and issues, resolve concerns and champion business requests to ensure a seamless operations service experience.

As an Advisor Concierge Efficiency Solutions Associate, you will be part of a team that provides expertise and guidance to Advisor & Investment Counsellor teams to settle estate accounts. By providing subject matter expertise and support, you will alleviate the administration burden on Advisor/IC teams and enable them to better serve their clients in a time of need.

Using your experience, expertise, and business rules, you will guide associates on the process; providing them clear instruction on what is required from the deceased’s family and/or executor. You will submit Operational requests to help settle the estate in a timely fashion ensuring accuracy and completeness.

You will be available to answer questions via email and phone and liaise with other experts e.g. WTRG, Ops, Legal, Compliance where appropriate.

As the team evolves, you will be open to managing other types of accounts and processes outside of Estates.

What will you do?

Service Support and Oversight

• Create timely estate summaries to guide IA/IC Teams on next steps
• Provide clarification and guidance verbally and in writing
• Follow up on cases including missing documentation and Ops fulfillment
• Stay current on new rules and process while also looking for opportunities to streamline the process and remain curious to find innovative ways to do old things.
• Proactively identifies and monitors service quality performance gaps/trends against established SLA standards.
• Analyzes root cause and recommends solutions/action plan.
• Provides advice and counsel for service quality efficiency, effectiveness, and client care opportunities.
• Support the implementation of change process of business strategies, evolving interdependencies related to service quality, problem resolution and related initiatives with field impact or specific to the group.
• Develop and enhance relationships with Service Partners (DS & PH&N Offices and various departments across Wealth Management) to enhance interdependency performance, ensuring equitable balance between service efficiency and effectiveness and the client experience.
• Participate in cross-functional initiatives within Wealth Management, acting in a consultative capacity as required for the department manager.

Process Improvement

• Supports the implementation of change process of business strategies, evolving interdependencies related to service quality, problem resolution and related initiatives with field impact or specific to the group.
• Participates in cross-functional initiatives with different business partners acting in a consultative capacity as required for the department manager.
• Liaise with other teams (Canadian Operations, IT, WTRG, Compliance, RBC Law, TAG, etc.) during development of functional specification and design documents
• Work closely with SMEs, Project Managers and other Canadian Operations teams to deliver solutions

What do you need to succeed?

Must haves:

• Exceptional relationship management and analytical skills. Ability to communicate and partner effectively with Front Office professionals (Investment Advisors, Assistants, Branch Administrators, Branch Managers), to research and resolve operations’ related matters.
• Comfortable with working independently and adhering to committed deliverables in a fast-paced, dynamic work environment.
• Ability to present information and data in a structured manner to stakeholders of varying seniority levels across the organization.
• Ability to communicate (verbal & written) in both English & French and partner effectively with Front Office professionals (Investment Advisors, Investment Counsellors Branch Administrators, and Branch Managers) to research/resolve matters.
• Exceptional relationship management and analytical skills.
• Attention to detail and organization skills
• Proficiency in MS Excel and other MS programs
• Knowledge/ willingness to learn Wealth Management procedure and controls
• Ability to work under pressure and meet tight deadlines
• Ability to adapt/pivot quickly and multi-task

Nice-to-have:

• WMC Field Experience
• Expertise with RBC Wealth Management LOB’s & other systems/platforms

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 including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable.
• 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.
• Flexible work/life balance options.
• Opportunities to do challenging work.
• Opportunities to take on progressively greater accountabilities.
• Access to a variety of job opportunities across business.

Job Skills

Communication, Critical Thinking, Customer Service Management, Decision Making, Detail-Oriented, Group Problem Solving, Interpersonal Relationship Management, Operational Delivery, Time Management, Trust Operations Management

Additional Job Details

RBC CENTRE, 155 WELLINGTON ST W:TORONTOTorontoCanada37.5Full timeWEALTH MANAGEMENTRegularSalaried2025-10-162025-10-30

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.