Support Analyst

4 weeks ago

Ottawa, Canada Bank of Canada Full time

**Support Analyst**

**Take a central role**
The Bank of Canada has a vision to be “a leading central bank—dynamic, engaged and trusted—committed to a better Canada.” No other employer in the country offers you the unique opportunity to work at the very center of Canada’s economy, in a diverse and inclusive organization with significant impact on the economic and financial well-being of all Canadians. You will be challenged, energized and motivated to excel in an environment where we are reinventing central banking, renewing ways of doing business and reinforcing a culture of innovation.

Find out more about the next steps in our Recruitment process.

**Did you know?**
The Unclaimed Properties Office (UPO) is undergoing a multi-year program transformation that will increase its back-office efficiency, strengthen its resilience and security posture as well as provide a stronger user experience for both customers and financial institutions. In June 2023, the Bank will repatriate the Retail Debt business after being outsourced for more than 20 years. The repatriation will be made possible by the introduction of a new technical solution that will encompass all products including Canada Savings Bonds in certificated format, Registered Bonds in non-certificated format and several types of unclaimed payments.

**What you will do**
Reporting to the Manager, Unclaimed Properties, Operations, the Support Analyst will receive, sort (categorize and triage), prepare and scan all incoming UPO mail. You will monitor and organize outgoing mail for all UPO, including cheques, T5, evidence letter, regular customer responses. Also, you will be responsible for custody of the UPO mail from Corporate Services (CS), UPO corporate records from Knowledge & Information Services (K&IS), and hand over responsibility of same type of documents to the same group.

Specifically, you will:

- Coordinate courier service with mailroom.
- Manage Corporate Record documentation requests with our Knowledge & Information Services
- Process bulk Canada Savings Bonds Certificate redemptions and handle rejected items
- Scan and index claim documents into a case-management system and ensure quality of images.
- Provide suggestions for process improvements or system changes to improve service standards and support implementation.
- Provide clerical support to UPO Operations, i.e., photocopy information sources, distribute material and perform other tasks.
- Review and validate the authenticity of legal documents prior to making scan copies.
- Review and adjudicate zero value claims.
- Review supporting documentation provided by the customers to ensure rightful ownership of balances are being claimed by the rightful owner.
- Organize the outgoing mail from different product lines, including electronic mail interaction with some vendors
- Perform basic scanner maintenance.
- Gather statistics for reporting and analysis purposes.

**What you need to succeed**
We are looking for a team player who has great interpersonal skills and can assist colleagues in their daily work. You are highly organized, you proactively prioritize tasks, and deliver them in a timely manner and with a high degree of quality. Your attention to details and methodic approach will enable you to succeed in this role.

You are a quick learner and can optimize the use of new technology solutions. You have technical skills with high speed scanners, and the suite of Microsoft products (Word, Excel, Outlook, etc.).

**Nice-to-have**
- Worked with high-speed scanners
- Work experience in operational settings

**Your education and experience**
The position requires a high school diploma, two years of experience in a related field; a college diploma with one year experience in a related field, or an equivalent combination of education and experience may be considered.

**What you need to know**
- Language requirement: English and French essential (bilingual) with a minimum starting level of functional (level 4) in second official language. Training may be provided to help reach the required level of fully functional (level 5) in second official language.
- Priority will be given to Canadian citizens and permanent residents
- Security level required: Be eligible to obtain Reliability
- Please save a copy of the job poster. Once the closing date has passed, it will no longer be available.
- In response to the COVID-19 pandemic and further to public health guidelines, preventative measures are being taken to ensure health and safety during the recruitment process. All interviews are conducted virtually.

**Hybrid Work Model **#LI-Hybrid**

The Bank is conducting a trial of a hybrid working model which provides employees with the flexibility to telework for significant portions of each month. During the trial, employees will be expected to come onsite on those days when they are involved in activities that they or their leader feel are better conducted in person and to build connection

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