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Senior Resolution Analyst

Ottawa, ON
Full Time
2 days ago
Requisition ID: 158615

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

As part of a team reporting to the Team Lead, Problem Resolution, the Senior Problem Resolution Analyst is responsible for assisting the unit in maintaining the highest standard of quality service to clients and regional offices by resolving escalated client issues or those of high complexity, answering regional inquiries, and processing incoming requests on a timely basis and within defined service standards. He/she works on problems with a high degree of difficulty that require the evaluation of a variety of factors and resolves the issues using extensive knowledge of products, processes, and system capabilities. The Senior Problem Resolution Analyst is also responsible for supporting the Team Lead in training of new Problem Resolution Analysts, acting as on-going coach to new staff, identifying process issues within the team, and may function in the capacity of team lead in the event of absence. The incumbent serves as an early warning system to flag new system or process concerns.

Duties & Responsibilities:
  • Support the Team Lead and the Problem Resolution Team by:
  • Training new Problem Resolution Analysts
  • Acting as subject matter expert on processes for team members
  • Operating as first point of escalation for particular escalated cases coming to the team
  • Functioning as back up to the Team Lead in the event of absence
  • Responsible for problem definition, research, resolution and communication for cases with the highest degree of complexity that are assigned to the Problem Resolution Team
  • Independently research client and regional issues including urgent and high impact client and corporate issues as well as system defects
  • Provide appropriate documentation for potential system defects to Service Desk.
  • Manage an assigned queue of incoming inquiries and requests according to defined service standards
  • Model established processes and develop the knowledge of these processes in the Problem Resolution Analysts
  • Provide 'how to' systems and process support for systems used in the regional offices
  • Identify process issues or system defects, support the development of workarounds, and communicate and escalate where appropriate
  • Involve team leads, manager, and other back office teams in the resolution of issues in a manner that provides timely resolution and fosters a collaborative working relationship
  • Answer questions on all policies and procedures pertaining to client transaction and client complaints resulting from service issues related to account transactions
  • Responsible for taking ownership of issues and correcting errors detected within defined service standards
  • Develop scripts, content for intranet, or internal training documentation for team and regional staff
  • Responsible to keep up to date on new products, system defects, and process changes
  • Responsible to foster a culture of continuous improvement by identifying issues, bottlenecks, risks and making recommendations
  • Accountable to adhere to the Error Correction Policy
  • Lead or participate in project teams as assigned
  • Shift work may be required

Education & Experience:
  • Expert working knowledge of MD Physician Services' Registered and Investment account types and MD Funds
  • Expert knowledge of R-Broker, R-Funds, and good 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
  • Extensive experience with case management tool and associated processes
  • Good knowledge of Word, Excel and Windows
  • Business College Degree plus 3-5 years' related experience, preferably internal, or equivalent
  • Five years' experience in Back Office Client Services
  • Good knowledge of tax legislation governing RSP, RIF, RESP & TFSA
  • Bilingualism is an asset

Competency Requirements:
  • Client Service/Communication
    • Strong client-focus orientation
    • Excellent listening, oral and written communication skills in order to effectively interact with individuals across the organization
    • Delivery of a successful client experience
  • Professional knowledge and expertise:
    • Expert problem solving and critical thinking skills
    • Expert knowledge of our products, our systems and our business-related processes
    • Extensive customer service experience in a call centre environment involving resolution of client issues
  • Planning and organization:
    • Ability to manage own tasks while supporting the completion of work by others
    • Self-motivated and confident
  • Other
    • Ability to lead change
    • Motivating to others
    • Excellent decision making skills and sound judgment
    • Approachable and empathetic
    • A self-learner, able to quickly pick-up and understand new business processes and applications

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.
At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here . Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.

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