Job Description

Come Work with Us!

At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.

Whether you\xe2\x80\x99re helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.




































Job Title Estates Specialist




































En quoi consiste l\xe2\x80\x99emploi ?

Jouant un r\xc3\xb4le cl\xc3\xa9 au sein de l\xe2\x80\x99\xc3\xa9quipe de RBC Placements en Direct (RBC PD), vous contribuez \xc3\xa0 la prestation d\xe2\x80\x99une Exp\xc3\xa9rience client exceptionnelle en traitant, avec professionnalisme et rigueur, les demandes et recours hi\xc3\xa9rarchiques des clients concernant le r\xc3\xa8glement d\xe2\x80\x99une succession. Vous r\xc3\xa9pondez aux pr\xc3\xa9occupations des clients au premier point de contact et collaborez avec vos coll\xc3\xa8gues pour assurer une r\xc3\xa9solution efficace et efficiente, conform\xc3\xa9ment aux directives. Vous consolidez les relations de RBC avec ses clients en r\xc3\xa9pondant \xc3\xa0 leurs besoins imm\xc3\xa9diats, puis en leur faisant valoir l\xe2\x80\x99ensemble des capacit\xc3\xa9s de Placements en Direct. Vous soulignez les avantages des offres des partenaires et des autres modes de prestations, et veillez \xc3\xa0 ce que les clients soient dirig\xc3\xa9s vers la meilleure ressource possible. Il s\xe2\x80\x99agit d\xe2\x80\x99un poste \xc3\xa0 temps plein avec quarts de travail et la possibilit\xc3\xa9 de faire du t\xc3\xa9l\xc3\xa9travail.

Veuillez noter que le titulaire du poste peut travailler \xc3\xa0 Mississauga ou \xc3\xa0 Montr\xc3\xa9al.

Quelles seront vos t\xc3\xa2ches ?

• Offrir aux repr\xc3\xa9sentants successoraux, aux b\xc3\xa9n\xc3\xa9ficiaires, aux avocats et aux comptables des conseils et un soutien proactif \xc3\xa0 toutes les \xc3\xa9tapes du r\xc3\xa8glement successoral, et orienter les \xc3\xa9changes avec les appelants des succursales et les repr\xc3\xa9sentants successoraux \xc3\xa0 ce sujet.
• Suivre les processus et proc\xc3\xa9dures appropri\xc3\xa9s pour r\xc3\xa9pondre correctement aux demandes des appelants et traiter les op\xc3\xa9rations/remplir les documents connexes avec exactitude, tout en att\xc3\xa9nuant les risques potentiels pour RBC ou le repr\xc3\xa9sentant successoral.
• Tirer efficacement et pleinement parti de chaque interaction en donnant suite aux besoins imm\xc3\xa9diats des clients et en cernant d\xe2\x80\x99autres besoins, ainsi qu\xe2\x80\x99en les informant de fa\xc3\xa7on proactive afin de leur permettre d\xe2\x80\x99\xc3\xaatre autonomes, capables d\xe2\x80\x99ex\xc3\xa9cuter des ordres et d\xe2\x80\x99effectuer des transactions.
• Effectuer une gestion et une analyse efficaces et ponctuelles des dossiers et conseiller les clients et non-clients tout au long du processus de r\xc3\xa8glement successoral, au sein et \xc3\xa0 l\xe2\x80\x99ext\xc3\xa9rieur de RBC.
• Offrir une exp\xc3\xa9rience client exceptionnelle en fournissant des r\xc3\xa9ponses rapides, utiles et sens\xc3\xa9es \xc3\xa0 toutes les demandes d\xe2\x80\x99information des clients et en s\xe2\x80\x99assurant de satisfaire leurs besoins.
• Tirer parti de l\xe2\x80\x99expertise des RH, de Gestion de l\xe2\x80\x99effectif, d\xe2\x80\x99Exploitation, Gestion de patrimoine, du bureau interm\xc3\xa9diaire et du si\xc3\xa8ge social de RBCPD et d\xe2\x80\x99autres partenaires cl\xc3\xa9s.
• Promouvoir l\xe2\x80\x99appli Mobile RBC pour les placements, la Communaut\xc3\xa9 et le service de courtage en ligne RBC Placements en Direct ainsi que d\xe2\x80\x99autres services num\xc3\xa9riques
• Soutenir les initiatives visant l\xe2\x80\x99acquisition, le maintien et la croissance de la client\xc3\xa8le, et r\xc3\xa9ussir Ensemble \xc3\xa0 RBC en collaborant avec les autres \xc3\xa9quipes et en faisant part de ses propres pratiques exemplaires et de ses connaissances

Que vous faut-il pour r\xc3\xa9ussir ?
Comp\xc3\xa9tences essentielles

• Dipl\xc3\xb4me universitaire ou coll\xc3\xa9gial et au moins un an d\xe2\x80\x99exp\xc3\xa9rience dans un r\xc3\xb4le de service \xc3\xa0 la client\xc3\xa8le ou de vente ; d\xc3\xa9sir d\xe2\x80\x99aider les clients en r\xc3\xa9pondant \xc3\xa0 leurs besoins.
• Solides aptitudes pour la communication (communications verbales et \xc3\xa9crites et transcriptions), l\xe2\x80\x99analyse et la gestion du temps, et souci du d\xc3\xa9tail.
• Capacit\xc3\xa9 d\xe2\x80\x99\xc3\xa9tablir et de renforcer les relations de RBC avec les clients, les partenaires internes et les repr\xc3\xa9sentants successoraux qui attirent la g\xc3\xa9n\xc3\xa9ration d\xe2\x80\x99argent de fa\xc3\xa7on \xc3\xa0 assurer le maintien des successions et l\xe2\x80\x99acquisition de nouvelles affaires (repr\xc3\xa9sentants successoraux et b\xc3\xa9n\xc3\xa9ficiaires), tout en offrant une exp\xc3\xa9rience sup\xc3\xa9rieure aux clients et aux partenaires.
• Excellentes aptitudes pour le travail d\xe2\x80\x99\xc3\xa9quipe, la r\xc3\xa9solution de probl\xc3\xa8mes et l\xe2\x80\x99utilisation d\xe2\x80\x99un ordinateur, grand sens de l\xe2\x80\x99initiative et capacit\xc3\xa9 \xc3\xa0 mener de front plusieurs t\xc3\xa2ches.
• Capacit\xc3\xa9 de travailler de fa\xc3\xa7on autonome de votre bureau \xc3\xa0 domicile ; aptitudes manifestes pour la gestion du temps, l\xe2\x80\x99organisation et la r\xc3\xa9solution de probl\xc3\xa8mes ; capacit\xc3\xa9 de satisfaire aux exigences en mati\xc3\xa8re de technologie et de confidentialit\xc3\xa9 du r\xc3\xb4le (p. ex., espace priv\xc3\xa9 et calme, connectivit\xc3\xa9 Internet, etc.)
• Dispos\xc3\xa9 \xc3\xa0 travailler pendant les heures d\xe2\x80\x99ouverture du Centre de conseils, Successions, soit du lundi au vendredi, de 8 h \xc3\xa0 20 h (HE), et selon divers quarts de travail, en fonction des besoins de l\xe2\x80\x99unit\xc3\xa9
• Bilinguisme (fran\xc3\xa7ais et anglais) requis, car vous ferez r\xc3\xa9guli\xc3\xa8rement affaire avec des partenaires partout au Canada

Comp\xc3\xa9tences souhait\xc3\xa9es

• 
  R\xc3\xa9ussite du Cours sur le commerce des valeurs mobili\xc3\xa8res au Canada (CCVM) au cours des trois derni\xc3\xa8res ann\xc3\xa9es (ou de ses cours de niveau sup\xc3\xa9rieur), du cours relatif au Manuel sur les normes de conduite (MNC), ainsi que du Cours d\xe2\x80\x99initiation aux produits d\xc3\xa9riv\xc3\xa9s et sur la n\xc3\xa9gociation des options (PDNO).
• Exp\xc3\xa9rience professionnelle et connaissance des successions.
• Connaissance de Microsoft Office, PowerPoint, Word, Excel, Webex.

Qu\xe2\x80\x99y gagnerez-vous ?

• 
  Nous donnons notre pleine mesure, pensons autrement pour poursuivre notre croissance et collaborons afin d\xe2\x80\x99offrir des conseils fiables qui contribueront \xc3\xa0 la r\xc3\xa9ussite des clients et \xc3\xa0 la prosp\xc3\xa9rit\xc3\xa9 des collectivit\xc3\xa9s. Nous nous soucions du bien-\xc3\xaatre de chacun et chacune et aspirons \xc3\xa0 r\xc3\xa9aliser notre plein potentiel, \xc3\xa0 favoriser l\xe2\x80\x99essor des collectivit\xc3\xa9s et \xc3\xa0 contribuer \xc3\xa0 la r\xc3\xa9ussite de tous et toutes.
• Programme de r\xc3\xa9mun\xc3\xa9ration globale comprenant une r\xc3\xa9mun\xc3\xa9ration concurrentielle, des primes et des avantages sociaux \xc3\xa0 la carte
• Perfectionnement par la formation et l\xe2\x80\x99accompagnement favorisant une carri\xc3\xa8re \xc3\xa0 long terme
• Travail vous permettant d\xe2\x80\x99apporter une contribution importante et d\xe2\x80\x99avoir une influence durable sur les clients de RBC
• \xc3\x89quipe dynamique et performante ax\xc3\xa9e sur l\xe2\x80\x99innovation et la collaboration
• Programme de formation de classe mondiale sur les services financiers
• Possibilit\xc3\xa9s de tisser des relations \xc3\xa9troites avec les clients

_____________________________________________________ English What is the opportunity?

As a Client Care/Estate Specialist you are a key member of Direct Investing (DI) team where you contribute to an exceptional client experience by responding with professional and accurate service for all client\xe2\x80\x99s estate settlement inquiries and escalations. You proactively resolve client concerns at first point of contact and collaborate with colleagues to enable efficient and effective resolution within guidelines. Deepen relationships by not only meeting client\xe2\x80\x99s immediate needs but also educating clients on the full capability of Direct Investing. Champion the benefits of partners and other channels to ensure best fit for clients. This is a full-time and shift oriented role with an opportunity to work from home.

Please note, this position can be based out of Mississauga or Montreal.

What will you do?

• Provides guidance and proactive support related to all phases of estate settlement to estate representatives, beneficiaries, lawyers, and accountants as well as leading group conversation with branch callers and estates representatives.
• Apply appropriate, processes & procedures to accurately respond to caller inquiries and complete all related transactions & documentation while mitigating any potential risks to RBC or to the estates representative.
• Efficiently and effectively make the most of every interaction by responding to immediate needs, identifying additional needs, and by proactively educating and enabling our clients to self-serve, fulfill, and transact.
• Responsible for completing effective case management & investigation in a timely manner and guiding clients and non-clients through the steps of estate settlement, within and outside of RBC.
• Deliver an exceptional client experience by providing prompt, effective, and knowledgeable responses to all customer inquiries and ensure client needs are met.
• Partner and leverage expertise of HR, Workforce Management, Wealth Management Operations, D.I. Middle Office, DI Head Office and other key partners.
• Be an advocate for the RBC DI mobile application, Community and Online Trading application and other digital services.
• Supports initiatives focused on maintaining, acquiring and growing client base and win together as One RBC by collaborating across teams, sharing best practices and by knowledge sharing

What do you need to succeed?
Must-have

• University or College degree/diploma and a minimum of 1 year of experience in a client service and/or sales oriented role, driven to help meet clients\xe2\x80\x99 needs.
• Strong communication (verbal, written, and transcription), analytical, and time management skills, along with an attention to detail.
• Ability to build rapport and foster RBC relationships with Client, Internal Partners and Estate representatives capturing money in motion resulting in estate retention and new business acquisition (Estate representative & Beneficiaries), while delivering high degree of client and partner experience.
• Excellent team building, problem resolution, and computer navigation skills, as well as strong initiative and ability to multi task.
• Ability to work independently in your home office with proven time management, organizational and problem solving skills and must be able to meet with the technological and confidentiality requirements of the role (i.e., private and quiet space, Internet connectivity, etc.)
• Available to work within the Estate Advice Centre Hours of Monday to Friday 8:00 am \xe2\x80\x93 8:00 pm Eastern Standard Time (EST), fully flexible and able to work a variety of shifts within these hours, based on the needs of the business.
• Bilingualism (English and French) required, as you will regularly do business with partners across Canada

Nice-to-have

• 
  Completion of the Canadian Securities Course (CSC) within the last three years and/or approved extension, the Conduct Practices Handbook (CPH) and Derivatives Fundamentals Course and the Options Licensing (DFOL) course.
• Previous working experience and knowledge of Estates.
• Computer proficiency in Microsoft Office, PowerPoint, Word, Excel, WebEx.

What\xe2\x80\x99s 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 competitive compensation, bonuses and flexible benefits, ,
• Leaders who support your development through training and coaching, and invest in your continued learning and commitment to building long term careers
• Ability to make a difference and lasting impact on RBC Clients
• Work with a dynamic, collaborative, progressive, and high-performing team
• A world-class training program in financial services
• Opportunities to build close relationships with clients

Job Summary




































Address: MONTR\xc3\x89AL, Quebec, Canada




































City: CAN-ON-MISSISSAUGA, CAN-QC-MONTR\xc3\x89AL




































Country: Canada




































Work hours/week: 37.5




































Employment Type: Full time




































Platform: Personal and Commercial Banking




































Job Type: Regular




































Pay Type: Salaried




































Posted Date: 2023-01-30-08:00




































Application Deadline: 2023-02-10-08:00







































































Inclusion and Equal Opportunity Employment At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.

We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.




































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