Account Opening, Modification, and Documentation Associate

RBC•Montreal, QC

7d•Onsite

About The Position

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. This role requires flexibility to work Monday to Friday from 9:30 a.m. to 6:00 p.m. EST and occasionally earlier shifts if required.

Requirements

Bilingualism (English and French) required, as you will regularly do business with RBC partners and/or employees across Canada with English and French speaking needs
Undergraduate degree in Business Administration, Commerce, Science, or Arts
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 Haves

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

Responsibilities

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