Resolution Analyst

6 months ago

Ottawa, Canada MD Financial Management Full time

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.

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