Bilingual Senior Investigations Support Officer

Responsible for timely and accurate logging of all inquiries received via swift, emails, etc., ensuring all appropriate research is attached to the cases.,Display strong dedication to maintaining and improving the Quality of Service standards committed by Payments & Trade Operations.,Responsible for conducting Investigations arising from inquiries received from business partners and/or clients.,Accountable for authenticating clients for inquiries received by email to validate client accuracy and confidentiality of client information.,Provide feedback to management on an ongoing basis to improve efficiency and enhance client experience.,Establish and maintain good working relationship with team members, clients and other service partners.,Responsible for the development of a continuous learning philosophy.,Display a strong commitment to teamwork, open communications and improving staff morale.,Promote an environment of open two-way communication, fostering group identity and teamwork.,Identify service gaps and initiate action to improve customer service and resolution process.,Responsible for ensuring established benchmarks/Key Performance Indicators (KPI) are maintained through individual and team efforts.,Display good judgement and decision making skills in dealing with investigations.,Effectively communicate with Clients, Service Partners and Relationship Managers in handling and resolving inquiries.,Comply with all regulatory requirements (LVTS, CPA/CBA, FED, SWIFT, etc.).,Strong investigation and problem solving skills.,Change management minded.,Good knowledge of CBA/CPA rules and swift standards, Tracing & Investigations and Payments & Trade related systems (DDA, OARS, Trade 360, TLM, SRF, IRIS, OnDemand, Intellitracs, Sales & Service Platform, etc.).,Strong analytical, problem solving, organizational & decision-making skills.,Proficiency in both English and French is mandatory for this position.

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Must be proficient in both English and French; Comply with all regulatory requirements (LVTS, CPA/CBA, FED, SWIFT, etc.).