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Resolution Analyst
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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.
