Bilingual Resolution Analyst - (Term : 12 months)

March 19 2020
Industries Bank, Insurance, Financial services
Categories Customer Service, Call Centres, Customer service, Customer Service, Call Centres
Ottawa, ON

With close to 50 years of physician-focused experience, MD has one main goal: to help Canada physicians and their families achieve financial well-being. Our commitment to work/life integration, employee well-being and ongoing learning are key factors that contribute to our overall success. For the sixth consecutive year, MD Financial Management has been recognized as one of the Achievers 50 Most Engaged Workplaces™ in North America. The annual award, given by Achievers—an industry-leading provider of employee recognition and engagement solutions—commends top employers that display leadership and innovation in engaging their workforces.

Meet your future colleague: https://secure.sparcstart.com/job/2724

Term - 12 months

What You Will Do:

Reporting to the Team Lead, Resolution, 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 in order to meet established service standards for case resolution.

As a Bilingual 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 Bilingual 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 in order 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.

Note: Shift work is required

What You Need:

The ideal candidate will possess a college diploma in Business (or equivalent) plus a minimum of 2 years’ experience in back office client services.

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)

Proficiency with the Microsoft Office suite of products including Word and Excel is required.

Bilingualism (English/French) is required.

Experience in a call centre/customer service environment and with issue resolution preferred.

What You Bring:

You are an outstanding communicator.You actively listen and tailor your response accordingly based on key stakeholder level of understanding and interest.

Your attention to detail, commitment and enthusiasm for providing a top-notch client experience are key differentiators.

You thrive in a fast-paced environment where no two days are the same and multi-tasking is a way of life.

You enjoy learning new tools, techniques, and concepts and applying this knowledge on a day to day basis as well as sharing it with other team members.

You have the confidence and capability to work independently but also enjoy the collaborative process and look forward to partnering with other team members to best service the customer.

You’re a proven problem-solver, comfortable using an innovative approach to deal effectively with situations where information is difficult to obtain, complex or ambiguous.

You are committed to process and overall business improvement and continuously look for opportunities to improve process, procedure and technology solutions.

You enjoy learning new tools, techniques, and concepts realize ongoing learning is critical to your career success.

You are inspired by doing the best for your clients and by providing tailored and timely advice.

You are a rapid responder – what’s urgent for your client is also urgent for you.

Your calm demeanor allows you to flourish in a busy environment where the ability to remain organized while multi-tasking is key.

What Success Looks Like:

You are passionate about the MD value proposition and actively look to provide service that will exceed the client’s expectations.

You strive for 100% accuracy.

You are constantly learning and honing your skills.

You are technology savvy and endeavor to find new and exciting ways to use technology in the servicing of your client.

You feel motivated to do your best work.

Apply now!

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