Operations Administrator, Investigation

Butterfield Group; City of Moncton; On-site; CAD 55,000 - 70,000; Full time

Job summary

Butterfield Group in Moncton NB seeks detail-oriented individuals to join our Operations team as Investigations Coordinator. You will investigate inquiries related to Operations Processes, including wire payments, transfers, and other customer account queries.

You will log investigations, respond timely, post entries, escalate when needed, and collaborate with stakeholders to ensure SLAs and policies are followed.

Qualifications

• Post-secondary education and at least one year banking experience.
• Proficiency in the Microsoft Office Suite including Word, Excel, Outlook, etc.
• Excellent verbal, written, and interpersonal skills.
• Ability to adjust working hours, including holidays and overtime.
• Ability to meet deadlines in a deadline-driven environment.
• Ability to handle high-value transactions with discretion.
• Strong organizational skills and customer service focus.
• Knowledge of SWIFT would be an asset.

Responsibilities

• Performing a range of scheduled and ad-hoc banking transactions with high accuracy.
• Delivering accurate service to internal customers.
• Answering customer queries and resolving complaints.
• Opening and maintaining investigations with proper logging.
• Performing timely responses and follow-ups on investigations.
• Posting entries to correct investigations within limits.
• Escalating challenges to management when needed.
• Maintaining department files per retention schedule.
• Collaborating with stakeholders to ensure timely investigations.
• Carrying out other ad hoc duties for business efficiency.

Skills

Verbal communication

Written communication

Interpersonal skills

Education

Post-secondary education

Tools

Microsoft Office Suite

SWIFT knowledge

Job description

Butterfield Support Services (Canada) Limited provides centralized shared services and support to the Butterfield Group in the areas of Finance and Accounting, Human Resources, Information Technology, Operations, Client Services and Compliance. Operating in multiple jurisdictions, we focus on results, value relationships, and celebrate success. If this sounds like your kind of company, then consider this opportunity to become part of a collaborative team of professionals at the world’s leading, independent offshore bank and trust company.

We are seeking detail and process-oriented individuals to join our new Operations team in Moncton, New Brunswick. This position reports to Investigations Team Lead, Canada Operations. The incumbent is responsible for investigating all inquiries related to Operations Processes, including but not limited to: international wire payments, domestic transfers, or any other transactional queries on customer accounts. The successful candidate will be required to work closely with stakeholders to ensure all investigations are completed timely and within the agreed policies and procedures.

About the Team

Butterfield's Banking Operations team supports millions of financial transactions globally across all of our banking locations. Our customers include personal bank account holders, corporate, and wealth clients. Banking Operations is a fast-moving environment, where quality and accuracy are at the core of the team's everyday activities.

Your responsibilities will include:

• Performing a range of scheduled and ad-hoc banking transactions with a high degree of accuracy, while ensuring timelines and service level agreements (SLAs) are consistently met.
• Delivering accurate and dependable service to internal customers.
• Answering customer queries, resolving customer complaints, and providing research assistance.
• Opening and maintaining all investigations in the investigations database, ensuring all pertinent details are logged in the action log and documents are attached to the investigation file.
• Performing timely responses and following-up on all outstanding investigations.
• Preparing and posting entries to correct investigations, as required, within established limits.
• Escalating challenges to management in a timely fashion.
• Ensuring all departmental files are properly maintained and stored in accordance with the predetermined retention schedule.
• Working closely with stakeholders to ensure that all investigations are completed in a timely manner.
• Performing any other ad hoc duties, which may be deemed necessary for business unit efficiency.

Your qualifications and skills include:

• Post-secondary education and at least one (1) year of banking experience with a proven knowledge of wire products and basic retail operations.
• Proficiency in the Microsoft Office Suite including Word, Excel, Outlook, etc.
• Excellent verbal, written, and interpersonal skills.
• Ability to adjust working hours, with minimal notice (including lunch hours), and to work on public holidays. This also includes a willingness to work overtime during high volume and busy periods.
• Ability to consistently meet deadlines and prioritize tasks in a deadline-driven environment.
• Capability to handle transactions with high values, large volumes, and confidential information with absolute discretion.
• Strong organizational skills with a focus on providing excellent customer service.
• Knowledge of SWIFT would be an asset.

Why Butterfield?

Butterfield is a leading, independent offshore bank and trust company. With more than 1,200 financial services professionals across ten international jurisdictions, the Butterfield experience is enhanced by robust learning and development opportunities and comprehensive benefits. Guided by our core values-approachable, collaborative, empowered and impactful we provide a respectful environment where we value the diversity of our employees and the talents and experiences they bring. With a 160-year tradition of service excellence we empower individuals to achieve their potential and make a positive impact on our business, our clients and our communities.