Resolution Analyst Bilingual

2 weeks ago

Ottawa, Canada Scotiabank Full time

**Requisition ID**: 164264

We are committed to investing in our employees and helping you continue your career at Scotiabank.

**_ Accountabilities_**

Reporting to the Team Lead, Resolution Team, you will be responsible for maintaining the highest standard of quality service to clients by investigating and resolving reported account issues through requests from our regional offices.
- You will answer regional inquiries, process corrections in client accounts, and process incoming requests in a timely fashion within defined service standards.
- You will work on problems of diverse scope that require the evaluation of a variety of factors and resolve the issues using extensive knowledge of financial products, processes, and systems.
- As a Resolution Analyst, you will also be responsible for proactively identifying issues impacting client accounts, developing solutions to problems, and providing support to regional staff as identified needs arise.
- The Resolution Analyst plays an important role as an early warning system to flag new system or process concerns, supporting the development of workarounds, escalating concerns, and providing information to the appropriate body that will enable timely resolution.
- You will complete requests for inquiries, complaints, corrections, and problem resolution, ensuring that established MD service standards are being met.
- You will be responsible for adherence 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.
- You will 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 our regional partners.
- A minimum of one scheduled shift per week until 6pm Eastern Time is required.
- Champion a high-performance environment and contribute to an inclusive work environment.
- Have good working knowledge of MD Financial Management's account types, various lines of business, and different product offerings.

**_ Education / Experience / Other Information_**
- Good working knowledge of Financial Products.
- Experience in a call center/customer service environment preferred.
- Demonstrated experience with administrative policies and procedures as related to client transactions as well as basic knowledge of tax legislation governing RSP, RIF, RESP & TFSA’s.
- Excellent verbal and written communication skills.
- Thorough understanding of all accounting and administrative policies and procedures as they relate to client transactions.
- Experience with case management tool and Client Relationship Management platforms.
- Good knowledge of Word, Excel and Windows.
- Two years’ experience in the Financial Industry.
- Basic knowledge of tax legislation governing RSP, RIF, RESP & TFSA.
- Work in a standard office-based environment; non-standard hours are a common occurrence.
- Call Centre environment experience is an asset.
- Bilingualism (English/French) is an asset.

**_
Working Conditions_**:
Location(s): Canada : Ontario : Ottawa
- Work in a standard office-based environment; non-standard hours are a common occurrence.
- Call Centre environment

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.

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.

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