Resolution Analyst

3 days ago

Ottawa, Canada Scotiabank Full time

**Requisition ID**: 145813

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 and regional offices by investigating and resolving reported client issues, answering regional inquiries, correcting errors in client accounts, and processing 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 products, processes, and system capabilities.
- In this role you will also be responsible for the preliminary review of all cases assigned to the Resolution, Trade Operations or MDPT queues and assignment of cases appropriately within RT or to another team using the case management tool to ensure work is properly distributed to meet established service standards for case resolution.
- As a Resolution Analyst, you will also be responsible for proactively identifying issues impacting clients’ accounts, developing solutions to problems, and providing education 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 of concerns.
- In addition to participating in the training of new Resolution Analysts, you will develop scripts, content for the intranet and internal training documentation for team and regional staff. You will provide ‘how to’ information and process support for systems used in the regional offices and review system-generated reports to process corrections and communicate with regional staff within defined service standards. An important aspect of your role will be the provision of feedback and assistance to management relative to support processes and procedures.
- Provide exceptional service through phone support to our regional partners.
- Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
- Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
- Actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
- Champions a high-performance environment and contributes to an inclusive work environment.
- Experience in a call center/customer service environment and with issue resolution preferred
- You also have 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.- Evening shifts to 6pm Eastern Time are required.

**_
Education / Experience / Other Information_**:

- Good working knowledge of MD Physician Services' Registered and Investment account types and MD Funds
- Comprehensive knowledge of MX360, R-Broker, SPM, R-Funds, and basic inquiry and research skills using old MD ACE and OSS systems
- Excellent verbal and written communication skills
- Thorough understanding of all accounting and administrative policies and procedures as related to client transactions
- Experience with case management tool and associated processes
- Good knowledge of Word, Excel and Windows
- Two years’ experience in Back Office Client Services
- Basic knowledge of tax legislation governing RSP, RIF, RESP & TFSA

**_
Working Conditions_**:

- Work in a standard office-based environment; non-standard hours are a common occurrence.
- Call Centre environment

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.

  • Resolution Analyst

    7 days ago

    Ottawa, Canada Scotiabank Full time

    **Requisition ID**: 148397 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 and regional offices by investigating and resolving reported client...

  • Resolution Analyst

    4 days ago

    Ottawa, Canada Scotiabank Full time

    Requisition ID: 174349 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. **_ 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...

  • Resolution Analyst

    7 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...

  • Analyst, Member Risk and Resolution analyste

    7 months ago

    Ottawa, Canada Canada Deposit Insurance Corporation Full time

    **About us** We are an organization driven by purpose. We are obsessed about serving Canadians and we are deeply committed and passionate about protecting their hard-earned money when it matters most. We live our promises and commitments every day by serving Canadians as one, and we have their best interest at heart. We strive to build an inclusive,...

  • Analyst, Member Risk and Resolution

    5 days ago

    Ottawa, Canada Canada Deposit Insurance Corporation Full time

    **About us** We are an organization driven by purpose. We are obsessed about serving Canadians and we are deeply committed and passionate about protecting their hard-earned money when it matters most. We live our promises and commitments every day by serving Canadians as one, and we have their best interest at heart. We strive to build an inclusive,...

  • Gsoc Analyst

    6 months ago

    Ottawa, Canada Crisis24 Full time

    At Crisis24, A GardaWorld Company, we take a proactive approach to solving business challenges and our customers are at the heart of everything we do. It’s the reason we love rolling up our sleeves and getting down to work - and it’s why we’re so successful. It takes an entire team to stand behind something big. Interested? **Summary**: Job...

  • Business Analyst

    6 months ago

    Ottawa, Canada IT Chapter Full time

    The **Business analyst **will provide detailed business requirements and data analysis while working with business and platform teams to understand and document business requirements throughout an agile software delivery cycle. **Responsibilities** - Utilize business analysis techniques to uncover business needs and translate them into inputs to be...

  • Replenishment Analyst

    5 days ago

    Ottawa, Canada Giant Tiger Full time

    Recognized as an Employer of Choice in the National Capital Region, Giant Tiger’s Home Office provides a dynamic work environment with many opportunities for a fulfilling career. We are a Canadian owned and operated retailer (and proud of it!), with a strong commitment to the community, and over 50 years of success. If you are looking for a challenging and...

  • Analyst, Trust Deposit Operations Analyste

    6 months ago

    Ottawa, Canada Canada Deposit Insurance Corporation Full time

    **About us** We are an organization driven by purpose. We are obsessed about serving Canadians and we are deeply committed and passionate about protecting their hard-earned money when it matters most. We live our promises and commitments every day by serving Canadians as one, and we have their best interest at heart. We strive to build an inclusive,...

  • Financial Analyst

    3 months ago

    Ottawa, Canada Gowling WLG Full time

    **ABOUT GOWLING WLG** At Gowling WLG, our dedication to excellence and quality service begins with our people. As a global law firm with offices across Canada, the U.K., Europe, the Middle East and Asia, we pride ourselves on sourcing and retaining top talent who bring energy, passion and commitment to the delivery of outstanding client service. Employee...

  • Technical Support Analyst

    7 months ago

    Ottawa, Canada BGIS Full time

    **Who We Are** **We are looking to have a bilingual (French/English) **Technical Support Analyst join our team! This position will involve working on-site at our Ottawa office location.** **SUMMARY** The Technical Support Analyst is responsible for providing technical assistance and support to end users, ensuring prompt resolution of a wide range of...

  • IT Help Desk Analyst

    2 days ago

    Ottawa, Canada Progression3 Full time

    We're in search of bilingual IT Help Desk Analysts to join our team! This position is remote work-from-home. **Role and Responsibilities include**: - Receive incoming calls - Log in calls into ITSM system - Perform diagnostic and basic troubleshooting procedures - Assign incidents to appropriate support groups - Able to follow-up on incidents until...

  • Bilingual Claims Analyst

    7 months ago

    Ottawa, Canada Scotiabank Full time

    Requisition ID: 195076 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. **Purpose** Contributes to the overall success of the Fraud Claims & Support Services team in Canada for the resolution and processing of all fraud/dispute claim types. Ensures specific individual goals, plans and initiatives are...

  • Gsoc Analyst

    6 months ago

    Ottawa, Canada Crisis24 Full time

    About Crisis24 Crisis24, a GardaWorld company, is widely regarded as the leading integrated risk management, crisis response, consulting, and global protective solutions firm, serving the world's most influential people, disruptive brands, and prominent organizations. Championed by our advanced Global Operation Centers and our skilled team of intelligence...

  • Intermediate Laboratory Analyst

    3 months ago

    Ottawa, Canada Paracel Laboratories Full time

    **Who We Are**: Paracel Laboratories Ltd. is a full-service environmental and Indoor Air Quality laboratory. Our main laboratory facilities are located in Ottawa and are supported by an environmental lab in Hamilton and microbiology and asbestos laboratories in Mississauga. Additional service depots are located in Kingston, London, Niagara, Windsor, and...

  • Gsoc Analyst

    7 months ago

    Ottawa, Canada Crisis24 Full time

    At Crisis24, A GardaWorld Company, we take a proactive approach to solving business challenges and our customers are at the heart of everything we do. It’s the reason we love rolling up our sleeves and getting down to work - and it’s why we’re so successful. It takes an entire team to stand behind something big. Interested? GSOC Analyst - Ottawa...

  • IT Product Delivery Operations Analyst

    7 months ago

    Ottawa, Canada House of Commons (Canada) Chambre des communes (Canada) Full time

    **Company Description** The House of Commons Administration delivers outstanding services to Members of Parliament and their employees in support of parliamentary democracy. Our success is made possible by our talented and dedicated workforce. We value diversity in all its forms and recognize that everyone has valuable contributions to make and the potential...

  • Cybersecurity Analyst

    1 month ago

    Ottawa, Canada Barracuda Networks Inc. Full time

    **Job ID: 25-372(2)** **Envision yourself at Barracuda** The Cybersecurity Analyst will support the timely delivery of Barracuda XDR services for our customer base. This includes security alarm analysis, troubleshooting and resolution of security incidents, and customer management. The cybersecurity analyst works among a skilled global SOC team to address...

  • Technical Support Analyst

    7 months ago

    Ottawa, Canada Docebo Full time

    As a Technical Support Analyst you’re a Docebo product expert and the first point of contact for customer issues and questions. As a Technical Support Analyst, you can be the game changer in a customer’s day. You will be helping with technical issues or answering questions that help clients utilize their system to the fullest potential. It is your job to...

  • IT Support Analyst

    7 months ago

    Ottawa, Canada Regional Group Full time

    **IT Support Analyst** **About Us**: At Regional Group, we're not your typical real estate company - we're innovators, leaders, and trailblazers with over six decades of experience shaping the real estate landscape in the National Capital Region. Today, we boast a $5+ billion pipeline of commercial, mixed-use, and residential projects in various stages of...