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My client is a well-established bank, situated inDowntown Toronto. They are looking for a Business Support Analyst (Banking Exp.). This is a 3 months contract with a strong possibility of extension based on performance.

Job Description:

The Business Support Analyst I is responsible for the delivery of superior customer service with respect to telephone and email inquiries.  Tasks include writing simple SQL queries to generate reports;  assisting individual users with printing problems, the correction of performance reports, and the setting up of new user ID’s and IA codes; and investigating the impact of production problems that affect all users. 

Primary Responsibilities:

- Responsible for the delivery of superior customer service with respect to telephone/email inquiries.

- Deals in a fast paced high volume environment in servicing our Sales and Service colleagues in BMO Nesbitt Burns Branches.

- Responsible for the timely and efficient investigation and resolution of BMO financial investment product requests as required meeting established deadlines and quality standards.

- Assumes a proactive role to ensure customers/users receive superior service by investigating requests/discrepancies and taking corrective action.

- Assumes a role in escalation, troubleshooting, resolution, and documentation of problems.  Liaise with appropriate areas for resolution.

Accountabilities:

•         Write simple SQL queries to generate reports for main user Application when required.

•         Assist users with all Printing problems.

•         Assist users with the correction of Performance reports.

•         Assist with the setting up of new User IDs and IA codes on the system.

•         Investigate the impact of Production problems to all users.

Knowledge:

- Excellent knowledge of financial services including Mutual Funds, Registered Products

- Extensive knowledge of Retail Information Systems (RIS) is required

- Familiarity with Oasis, Charles River, Salesforce

- Working experience with Viatil (Remedy) is required

- Canadian Securities Course (CSC) is an asset

SPECIAL SKILLS REQUIRED:

- Good understanding of the Securities Industry.

- Good understanding of SQL, UNIX, MS Office and Windows system

- Good Problem Solving and Math skills

- Possesses strong written and verbal communication skills.

- Exhibits exceptional Customer Service skills

- Skilled at giving prompt and accurate resolutions and guidance to phone and/or written correspondence enquiries/complaints received from customers/clients

- Ability to identify, resolve and or escalate problems that may have financial/customer service implications to Management

- Self motivated and goal oriented, capable of working in a fast paced and changing environment

- Demonstrates an aptitude for continuous learning

- Ability to deal with changing priorities

- Excellent computer skills

- Advanced knowledge of products, services and workflow priorities and deadlines

Please note that this is the most up to date version of job description available at this time – During Client Interview you will receive additional information – variance may apply !

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