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Title:  Resolution Analyst (Bilingual)





Requisition ID: 148397



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




  • 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.


  • You have good working knowledge of MD Financial Management's Registered and Investment account types and MD Funds as well as experience with MX360, MD1, R-Broker, SPM, R-Funds, and basic inquiry and research skills using old MD ACE and OSS systems. (This wouldn’t apply if the posting was external)


  • 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.  

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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