Investment Support Officer

Responsibilities

• Provide administrative and processing support for the Investment Support team, ensuring accurate execution of dealer account transfers.
• Process and verify SSI and BNS dealer account transfers, including adjustment and unlocking forms.
• Review and process RESP and RDSP requests in compliance with ESDC, CRA, and MRQ regulations.
• Manage incoming cases through MS Power and PEGA platforms, indexing and assigning them to appropriate teams.
• Respond to correspondence and telephone inquiries, including making outbound customer calls to resolve issues.
• Maintain accurate records of account transfer bookkeeping entries and follow up on outstanding items.
• Monitor and prioritize daily workloads to ensure completion within published Service Level Agreements (SLAs).
• Identify policy or process non-compliance and escalate concerns to management.

Requirements

• English language proficiency at a B2+ level.
• High School diploma or a University degree in a related field.
• Minimum of 1 year of relevant experience in customer service.
• Proficiency in Microsoft Office applications, specifically Excel, Word, and Outlook.

Preferred Qualifications

• Previous experience working within a Business Process Outsourcing (BPO) environment.

About the Company

ScotiaGBS is a Scotiabank Group company located in Bogota, Colombia. It supports the development and execution of global services strategies across 15 countries in the Americas. We offer an inclusive, positive work environment and are committed to creating an accessible space for all employees.