Resolution Analyst

4 weeks ago

Ottawa Brook, Canada MD Financial Management Full time

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

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