Investment Support Officer

Schedule: Monday to Friday from 8:30 AM to 5:30 pm / Every other Saturday from 8:00am to 5:00 pm. 

Purpose

Contributes to the overall success of the Investment Support team in the GBS-DR ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives.  Ensures all activities conducted are following governing regulations, internal policies and procedures.

Accountabilities 

•    Champions a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge. 

•    Provides administrative and processing support by: 

Providing coverage on a variety of jobs within various units as determined by leadership, based on day-to-day operational requirements.
•    Ensures all SSI and BNS dealer account transfers received daily are processed in an accurate, timely and high-quality by:  
a.    Completing, verifying and processing Transfer Forms.  
b.    Maintaining accurate records of account transfer bookkeeping entries.
c.    Providing prompt and accurate follow-up on outstanding transfer items.
d.    Providing prompt and accurate follow-up on outstanding transfer items.
•    Ensures all SSI and BNS dealer account transfers received daily are processed in an accurate, timely and high-quality by:  
a.    Completing, verifying and processing Adjustment and Unlocking Forms. 
b.    Maintaining accurate records of account transfer bookkeeping entries.
c.    Providing prompt and accurate follow-up on outstanding transfer items.
• Ensures all SSI and BNS dealer RESP & RDSP requests received daily are processed.
• Effectively, efficiently, and accurately review, process, and verify transactions; within assigned limits, for Scotia RESP and RDSP (both basic and comprehensive requests), ensuring that ESDC / CRA / MRQ regulations governing these products are adhered to and that Bank losses are avoided.
•Being accountable for your own development to acquire and maintain an in-depth knowledge of all RESP / RDSP products, processes and policies; along with government regulations, and service systems (i.e. RPM, IPUI, PEGA GOFS).
•    Consistently follow the Proactive reach out approach and engage with branch partners by reaching out when cases are not in good order, clearly explaining the required amendments and guiding them through resolution steps to ensure timely and accurate processing.
•    Receive and manage incoming cases through MS Power and PEGA platforms, indexing and assigning them to the appropriate team within Investment Support based on process type and complexity to enable efficient workflow and case resolution.
•    Responding independently to correspondence and telephone inquiries by ensuring that action is taken to fully address inquiries, including making outbound customer calls as required.
•    Verifying the accuracy, completeness, and authorizations of activities/work, correcting the data, and documenting the error.  
•    Completing all assigned tasks with a high level of accuracy and attention to detail. 
•    Identifying policy/process non-compliance situations 
•    Monitoring and prioritizing daily workloads to ensure completed within the published Service Level Agreements 
•    Preparing and checking returns and reports 
•    Checking and authorizing transactions within defined limits 
•    Conducting detailed investigations to resolve exception situations, completing complex adjustments or corrections, and answering general procedural queries.
•    Acquiring and maintaining detailed knowledge of all department functions/processes and a thorough knowledge of the systems used, including a working knowledge of related retail products and service.
•    Providing guidance and training of other team members 
•    Assisting with the implementation of required changes (policy, process, systems, etc.) 
•    Champions a high-performance environment and contributes to an inclusive work environment.
•    Escalating concerns and coordinating resolutions with their manager. 

•    Ensures customer service is consistent with GO Perform values by: 

o    Ensuring a high level of professionalism is maintained during all interactions with other Bank staff. Notifying the supervisor/assistant manager/manager, as appropriate, when processing delays occur. 
o    Maintaining the confidentiality of customer information. 
o    Following up on outstanding, unresolved issues or policy non-compliance situations.
 
•    Maintain strict adherence to established operating and security procedures by: 
•    Adhering to established Bank regulations and procedures within assigned authority and Responsibility Maintaining all keys, combinations and passwords assigned to custody in accordance with Bank regulations. 
•    Reporting any unusual occurrences or fraudulent activity to the supervisor, assistant manager or manager immediately 
•    Completing all required training (e. g. Anti-Money Laundering; Guidelines for Business Conduct, Privacy)  
•    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.

Education / Experience / Other Information 

•    University degree or student of Accounting, Finance, Business Management, or related field.
•    Relevant working experience of minimum of 1 year
•    Good knowledge of Microsoft Office applications (Excel, Word, Outlook)
•    Advanced English Skills.

#DRGBS