Requisition ID: 188249
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
Position: Bilingual Senior Inbound Fraud Advisor / Fraud Management
Contributes to the overall success of the Inbound Fraud team in Canada ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.
The Senior Inbound Fraud Advisor analyzes and resolves fraud related issues coming from inbound calls from retail, small business and commercial customers related to their debit/credit accounts. The incumbent is required to properly authenticate the caller, review unusual activity, complete lost reports and itemize fraud transactions, obtain details for card replacement and communicate with various departments within the Bank. The incumbent utilizes specific call handling procedures for the purpose of mitigating potential fraud losses, while branding Scotiabank to create a rewarding and engaging experience for our customers.
• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Ensure the delivery of customer service fosters overall customer and business line/department satisfaction by: a. Providing human, straightforward, and knowledgeable service through daily interactions to create a relationship of mutual trust and confidence with customers and fellow employees;
b. Understanding the customers’ circumstances and matching appropriate solutions through sound knowledge of fraud practices, policies and procedures;
c. Addressing and resolving customer concerns, inquiries, issues or complaints related to the fraud on their account;
d. Authorizing transactions declined due to fraud mitigation rules set on the Bank’s host system or fraud monitoring tools, based on reasonable assurance that the transaction is legitimate or declining transactions that are highly suspicious.
e. Completing on-line fraud reports, ensuring the correct action is taken when inputting the option for the transfer of balance, while at the same time arranging for expedient replacement of cards to customers affected by fraud.
f. Escalating more serious situations/problems to the Team Lead or Manager, Inbound Fraud, as required for speedy and equitable resolution.
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions
• Support the Bank’s annual Fraud Plan, and business objectives for the department by achieving and maintaining required service level standards by: a) Operating at optimal efficiency of the department by ensuring productivity goals are attained;
b) Minimizing Fraud risk and losses by adhering to Scotiabank’s policy, procedures and key controls;
c) Adhering to all company/department policies, procedures and audit requirements;
d) Prioritizing and processing customer requests (i.e. inquiries, transactions, case work) in a timely and efficient manner; and
e) Strictly adhering to schedules thereby ensuring prompt customer service and response time.
• Participate actively and contribute to overall team objectives by: a) Learning and embracing new procedures, technologies, and processes;
b) Participating in and supporting change initiatives for the team and the department;
c) Contributing to effective team morale and employee relations through positive interaction with team members and participating in the Applause program; and
d) Taking ownership of his/her development plan, working with the Manager in the identification of skills, behaviours and competencies required to achieve goals.
e) Report and escalate any fraud trends/activities evidenced through customer conversations directly to Manager, Inbound Fraud or Director, Inbound Fraud and Disputes
• Actively pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.
• Champions a high performance environment and contributes to an inclusive work environment.
- The role operates independently daily on a variety of fraud issues received from customers, branch and other bank departments
- Support Retail, Small business, Commercial and Wealth; knowledge of all products across the Canadian Bank
- The role receives general guidance and support from the Team Lead and Manager, Inbound Fraud on issues that require escalations
- Authorize/exempt large transactions up to $20M per customer, to prevent triggering of fraud rules.
- Achieve established daily and weekly KPIs including NPS scores
- The complexity of the calls that the Inbound Fraud Advisor receives vary in nature as calls are received from all types of customers – from those with lesser or indeterminate value and little complexity to those with higher value and complexity
- Work with 6+ disparate systems and several web-based applications
- Demonstrate a great deal of tact, diplomacy and empathy in dealing with and defusing situations, as customers are often upset with the possibility fraud has occurred on their account, or that legitimate transaction has been unnecessarily declined due to action taken
- Strong attention to detail and ability to recognize risk to the Bank
- Capable of building customer loyalty through listening, relationship building, and professional and persuasive communication skills
- Support the Canadian Fraud Loss Plan ($111MM F’2020), and business objectives for the department
Education / Experience / Other Information (include only those that are specific to the role)
- Fluency in both English and French language skills (reading, writing, and spoken) is required
- Customer service experience; demonstrated commitment to providing quality customer service
- Ability to confidently take on high workload and call volume, while prioritizing and multitasking
- Utilization of active listening skills and appropriate acknowledgment statements
- Ability to work in a fast-paced environment
- Proven interpersonal, communication and problem resolution skills
- Ability to navigate between multiple applications/systems
- Strong critical thinker with good verbal and written communication skills
- Previous Retail Banking and / or Advice/Call Centre experience is an asset
- Post-secondary education in business or other related disciplines is in an asset
- Work in a standard office-based environment; non-standard hours are a common occurrence.
- The role is based in a call center environment that is aligned to the 24/7 operating hours, and may be subject to shift work at all hours of the day depending on the business requirements. Flexibility is required for a variety of shifts, Monday to Sunday, 7:30AM to midnight and possibly overnight based on business needs.
- Working some statutory holidays will also be required.
- Start date: January 15th
- Shifts currently being offered: 5:00am to 1:00pm, 1:00pm to 9:00pm, 2:00pm to 10:00pm, 3:00pm to 11:00pm and 4:00pm to 12:00am
Location(s): Canada : Ontario : Toronto
Scotiabank is a leading bank in the Americas. Guided by our purpose: “for every future”, we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.
At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.