Research & Skills Development Analyst


Location: Montreal, QC, H3B 4G7
Employee Type: full time
Experience: 2 - 5 years
Education: Associate degree
Travel Required: none


A Wealth of Opportunity awaits you at Dynamic Funds


As the successful candidate you will have the opportunity to…


·          Interact with customers via phone and in writing to provide effective customer service in response to inquiries and/or issues regarding accounts and related issues

·          Analyze accounts, determine and initiate appropriate follow-up and respond to customers’ needs

·          Strive to meet or exceed performance standards set by the department on a daily basis in an inbound call-center environment

·          Research and primary analysis aiming to resolve account-related issues and/or provide effective customer service in response to inquiries and/or complaints received from the CRC Specialists and customers

·          Communicate and interact with customers mainly via written communication

·          Perform the necessary follow-up to ensure service level standards are met and issues and trends are communicated to CRC Management in a timely manner. 

·          Provide ongoing support to the employees of the Customer Relations Center enhance their skills via training partnership.

·          Increase and ensure the continuation of the product & policy knowledge within the CRC department

·          Monitor our internal & external customers receive precise/accurate information consistently in a confident manner.


Key Responsibilities:


·          Receive and respond to all customer inquiries and issues relating to fund and account details

·          Interface with other departments to ensure customers’ requests are being processed in a timely manner

·          Conduct preliminary analysis on research requests

·          Act as a liaison between clients, Contact Centre employees, Centre of Excellence (subject matter expert)

·          Escalate and communicate any customer concerns/issues to immediate Supervisor

·          Perform follow-up calls to clients in order to inform them of the status of their requests

·          Maintain familiarity with policies and procedures of the department

·          Receive, review, analyze, research, relay, and/or transmit all requests received by the Specialists based on established time-frames in the Service Standards Dispatch Procedures

·          Resolve Pending SRs for absent CRC Employees to meet timeline

·          Adhere to work schedule shared between the Contact Centre and RSD

·          Communicate relevant information received by the COEs to the contact center via SharePoint announcements

·          Develop, maintain, communicate, write and coordinate training manuals and training tools, as well as maintain a central repository of information

·          Maintain knowledge of Dynamic’s products and fund operations

·          Ensure team members are meeting expectations and provide effective training partnership  and communicate areas which require training or coaching

·          Dispatch incoming fax messages to the appropriate CRC member

·          Act as a resource person by assuring proper field selection of service requests; document, provide information and support the Specialists as per Service Standards, Help Desk & Support  lines and Supervisor/Management Review

·          Work closely with the Information Technology department for system development and improvements

·          Act as a resource in situations requiring special attention and/or trouble-shooting

·          Receive incoming service requests via Siebel or e-mails from CRC, Sales,, as well as write letter requests from CRC members to clients and other Centre of Excellence members; review, analyze, research and resolve the issues addressed

·          May be required to work on statistical information, whether to assess training needs or measure service standards;

·          Will be regularly involved in special projects to improve service and performance standards


Skills and Experience:


·          College Diploma or over 2 years work experience in a mutual funds operation or client services environment

·          Financial related University degree an asset

·          CSC/ IFIC certification definite asset

·          Bilingual (French & English) definite asset

·          Knowledge of MS Office

·          Excellent knowledge of industry databases; IFAST, Siebel, Imaging

·          Excellent customer service and communication skills

·          Ability to work independently and cooperatively as a team

·          Ability to listen, understand and handle customer inquiries, problems or complaints in a timely manner

·          Excellent organizational and analytical skills

·          Good problem-solving and time management skills

·          Excellent flexibility and change management skills

·          Demonstrates interest to learn



Addressing your financial needs as well as your overall health and well-being are top priorities at the Scotiabank Group. We are committed to offering a competitive Total Rewards package.




Dynamic Funds
1 Adelaide Street East, 28th Floor

Toronto, ON M5C 2V9