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Resolution Analyst

Resolution Analyst

ScotiabankOttawa, ON
30+ days ago
Salary
CA$28.00 hourly
Job description

Requisition ID : 200776

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

MD Financial Management Inc., a division of Scotia Wealth Management, has an exciting opportunity for a talented, enthusiastic, and client-focused Resolution Analyst to join our team.

As a Resolution Analyst, you will be responsible for maintaining a high standard of quality service to clients, by investigating and resolving reported account issues through requests from MD Regional offices.

Is this role right for you? In this role you will :

  • Respond to inquiries, process corrections in client accounts, and incoming requests in a timely fashion & within defined service standards
  • Work on a diverse scope of problems and resolve issues
  • Be responsible for proactively identifying issues impacting client accounts, developing solutions to problems, and providing support to regional staff as needs arise
  • Identify new system or process concerns, support the development of workarounds, escalate concerns, and provide information to the appropriate body enabling a timely resolution
  • Adhere to professional standards, including policies, procedures and best practices and professional codes of conduct related to client engagement, taking Scotiabank's risk appetite and culture into consideration relative to day-to-day activities and decisions
  • Support and participate in the research and resolution of a variety of complex client concerns, as well as contribute to daily administrative tasks as required
  • Provide exceptional service through phone support to regional partners
  • Champion a high-performance environment and contribute to an inclusive work environment

Do you have the skills that will enable you to succeed in this role? - We'd love to work with you if you have :

  • Bilingualism (English / French) is required
  • Experience in a call center / customer service environment is preferred
  • Experience with registered accounts in a wealth management setting
  • Working knowledge of a variety of investment account types, various lines of business, and different product offerings
  • Experience and knowledge of different financial products
  • Demonstrated experience with administrative policies and procedures, as it relates to client transactions, as well as knowledge of tax legislation governing RSP, RIF, RESP & TFSA's
  • Experience with case management tools and Client Relationship Management platforms
  • Experience working with Word, Excel, and Windows
  • A minimum of two shifts per month until 6pm Eastern Time is required
  • A focus on client service
  • Solid organizational skills and attention to detail
  • Demonstrated initiative, resourcefulness, and flexibility
  • The ability to work effectively and collaboratively within a team or independently
  • The capacity to assess, develop and monitor complex processes
  • An ability to manage multiple priorities in a fast-paced environment
  • Excellent verbal and written communication skills
  • Strong problem-solving and research skills
  • Time management skills

    • Location(s) : Canada : Ontario : Ottawa

    Scotiabank is a leading bank in the Americas. Guided by our purpose : "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

    At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.

    Note : All postings in me@Scotiabank will remain live for a minimum of 5 days.