What is the opportunity?

As a Service Associate, this role offers a unique opportunity to gain broad exposure across RBC Wealth Management Operations by combining both phone-based client/advisor servicing models with client onboarding documentation processing activities and investigations, providing a more diverse and engaging experience than a traditional call-focused role. The position offers valuable exposure to the RBC Dominion Securities (DS) and RBC Phillips, Hager & North Investment Counsel (PH&N IC) businesses, Wealth Management Operations, and cross-functional collaboration with Compliance, AML, & Risk partners, making it an excellent opportunity to develop transferable skills that can open doors across multiple career paths, and for long term career growth in the wealth management industry.

What Will You Do?

• Manage inbound phone inquiries or consultations from DS and PH&N IC personnel in a professional and collaborative office environment with a blend of detailed email correspondence, complex documentation processing, and escalation management

• Deliver timely and accurate support across account opening, documentation, and account maintenance requests to ensure completeness, accuracy and regulatory compliance requirements are met

• Partner strategically with front-office, National Office, functional partners and internal teams across Canadian Operations to optimize service delivery while balancing operational efficiency, performance and risk

• Champion service quality awareness and continuous improvement initiatives, directly impacting the client/branch experience, business and operation performance

• Identify service quality performance gaps and trends; analyze root causes and recommend actionable solutions

• Advocate for strong Service Level Agreement (SLA) performance by monitoring metrics, peer coaching, development and driving innovation

• Participate in business and operational initiatives to be part of a meaningful transformation and modernization programs on an ad-hoc basis

• Support the implementation of business and operational initiatives to ensure successful adoption and enhancing client/advisor support experiences

• Participate in Associate/Branch Operations Manager forums, conferences, presentations and panel discussions to share best practices, understand front office pain points, and contribute recommendations and solutions that enhance associate/advisor/employee experiences

What do you need to succeed?

Must haves:

• Bring a collaborative mindset and contribute positively to team culture, and is naturally curious, proactive, and eager to learn and grow. Thrive in a fast-paced, high-volume, and SLA-driven team environment

• Exceptional relationship management and analytical skills with the ability to communicate and partner effectively with front-office professionals (Investment Advisors, Associates, Branch Operations Managers, and Branch Directors) to support and deliver exceptional client, advisor and employee experiences

• Broad knowledge of Wealth Management Operations processes and products including new accounts or client onboarding documentation, taxation, QI/FATCA/CRS/AML, registered products and complex non-personal account types

• Strong foundation in RBC Wealth Management’s operational systems such as Broadridge (BTS), ServiceLink, and ClientSource

• Demonstrated ability to investigate complex issues, synthesize information from multiple systems, departments, and develop practical solutions

Nice to have:

• Proficiency with Microsoft Excel, PowerPoint and data visualization, along with strong presentation, bilingual (English & French) communication skills

• Undergraduate degree in Business Administration, Commerce, Science, or Arts

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

• Opportunities to do challenging work

• Opportunities to take on progressively greater accountabilities  

• Access to a variety of job opportunities across business

Job Skills

Additional Job Details

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.

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.