Document Specialist
Location Address: WFH until further notice – Toronto
Contract Duration: 1 year – possibility for extension and conversion to fulltime.
Number of Positions: 1
Schedule Hours: 830- 430 with ½ lunch
Reason: Backfill
Story Behind the Need
Business group: Judicial Document Services: Fulfil requests from third parties (i.e. Government, law enforcement) to provide customer documents for court orders and investigations.
Project: The Document Specialist’s primary responsibility is to plan, coordinate and retrieve Domestic Bank documents and vouchers from a variety of external sources as a result of requests received from external third parties.
Candidate Value Proposition: Opportunity work with one of our banking clients leading partners in critical incident response for physical risk events.
Typical Day in Role:
1. Ensure the completeness and accuracy of the documentation provided to a variety of internal and third party requestors by:
•Self-assigning requests for documentation received from a variety of sources daily;
•Ensuring there is a complete understanding of the requirements of the order, clarifying as required with the requestor; escalating to supervisor if a requirement is unusual or unfamiliar
2.Document and track procedures and steps in a systematic and organized way:
•Input folder notes in case file for larger files to assist with control of receipt and disbursement of documentation;
•Preparing correspondence that includes a cover letter for all completed orders, preparing an affidavit and certifying copies as required;
•Preparing invoices for orders where there is an opportunity for cost recovery;
•Ensuring the documentation provided adheres to the privacy requirements
3.Contribute to the overall effectiveness and efficiency of the Department by:
•Recording time spent on each type of file worked in Content Manager;
•Sharing the emails and compliments received from our customers with the team;
•Recommending changes to existing document retrieval processes to enhance performance;
•Assisting in identifying and documenting new processes as they arise.
•Sorting and distributing the mail, ordering supplies.
4.Ensure that customer service provided is of the highest quality by:
•Assessing the requests to ensure the retrieval timelines provided in the orders can be achieved;
•Negotiating with internal or external customer in advance if there is a problem with the suggested timelines;
•Escalating to the Supervisor of any timeline concerns with cases/requests
5.Negotiating with the requestor to review statements and only request supporting documents as it relates to the case/investigation. Assist the Department in identifying potential efficiencies and maintaining costs by:
•Reviewing each request, to ensure only necessary supporting documents are being requested to limit the costs associated;
•Ensuring invoices are completed for requests where cost recovery is possible;
6.Ensure the confidentiality and privacy of information is maintained at all times, as per the Bank’s guidelines
Candidate Requirements/Must Have Skills:
1. Thorough knowledge of basic PC applications (e.g., Microsoft Office, Excel, word and PDF)
2. General knowledge of banking ie. savings/checking accounts and mortgages, credit products
3. Ability to gather, organize, document and present large volumes of information in a succinct and organized manner.
Nice-To-Have Skills:
1. Working knowledge of the Bank’s systems (CIS, AS400,IRIS, Content Manager, Web IR, Intralink)
2. Bilingual – French speaking
3. Thorough knowledge of the Bank’s process for storage/retention of vouchers/documents
4. Thorough knowledge of the Bank’s retail and small business products and services.
Soft Skills Required:
• Excellent communication skills
• Strong organization skills
• Able to work individually and as a team
• Accuracy and Thoroughness is a must
• Able to make decisions in a timely manner
• Expected to work independently with limited supervision.
• Must be able to deal with complex, sensitive and confidential issues related to all request especially request received from Law Enforcement, Mareva Injunction etc.
Education: Post- Secondary
Candidate Review & Selection
1 IV – Manager and team lead – Video – 30 minutes
Hiring Manager’s availability to interview: 14th and 15th
Additional notes:
Open to a new graduate. They are more interested in how they present themselves than experience. Communication must be excellent.