Estates Account Manager, Level 1 - Tangerine

Scotiabank•Toronto, ON

5d•Onsite

About The Position

As Canada’s leading digital bank, Tangerine technology is at the heart of everything we do. We have redefined what digital banking is, and we continue to evolve to tackle any opportunity and face every challenge through progressive technology and the power of collaboration. This role is for an Estates Account Manager (EAM) who guides clients through the Estates and Power of Attorney process, managing a portfolio of clients who have submitted legal documentation for estate settlement or Power of Attorney designation. They ensure the process is clear and seamless for Executors while serving as a subject matter expert on Estates, Power of Attorney, Bankruptcy, Consumer Proposals, Requirements to Pay, Court Orders, and other government‑issued requests. Key duties include processing and assessing all client documentation accurately and efficiently. EAMs must have strong communication skills and a thorough understanding of Tangerine’s policies, procedures, and the legal requirements related to Estates, Power of Attorney, and other provincial and federal legislation.

Requirements

2–3 years of Financial Services experience (loans, mortgages, call centre, and sales), with estate administration experience and related coursework considered assets.
Strong understanding of tax, trust, family law, and regulatory requirements related to estates, along with knowledge of Tangerine policies and legal guidelines.
Excellent verbal and written communication skills, including the ability to prepare clear, detailed estate‑related documentation.
Strong interpersonal skills with the ability to interact professionally and diplomatically with clients, lawyers, beneficiaries, and internal partners.
Proficiency with PC software, Microsoft Office, multiple system navigation, and strong analytical and problem‑solving abilities.
Strong organizational and time‑management skills with the ability to prioritize and manage multiple tasks.
Ability to adapt to changing priorities and exercise sound judgment, discretion, and initiative.

Nice To Haves

Bilngualism (ENG/FR) is an asset.

Responsibilities

Manage assigned Estate and Power of Attorney portfolios, including documentation review, legal validation, probate support, and guidance to executors and beneficiaries.
Process estates involving lending products, mutual funds, and registered/unregistered deposits, and initiate mortgage or lending recovery actions when required.
Build and maintain strong relationships with executors, beneficiaries, lawyers, financial institutions, and internal partners.
Identify financial needs and recommend suitable Tangerine deposit products to executors and beneficiaries, while referring mutual fund opportunities.
Make estate settlement decisions up to $100,000 and ensure all documentation complies with legal and policy requirements with high accuracy.
Collaborate with Legal, Risk, Fraud, Contact Center, CSL, CRG, and CBS leadership to resolve escalations and support complex cases.
Meet service level expectations for calls, emails, and inquiries while maintaining service quality, effective call control, and daily workflow coordination.
Support training of new associates, contribute to process improvements, update procedures, and participate in ongoing Estates/POA learning and development.