Requisition ID: 103436
Join the Global Community of Scotiabankers to help customers become better off.
Purpose
Contributes to the overall success of the Fraud Operations in Ottawa, Canada. Ensuring specific individual goals, plans, and initiatives are executed / delivered in support of the teams business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.
Accountabilities
Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
Investigates questionable credit card activity; provides service upon receipt of inbound customer contact and blocks accounts from further fraudulent activity.
Report and escalate any fraud trends/activities evidenced through customer conversations directly to management team
Share information on trends to ensure large scale fraud trends are identified and actioned quickly
Communicate with branches and other Bank departments to resolve inquiries relative to fraud issues and/or complaints
In the event of a large scale fraud attack, working effectively with the team to identify the potential points of compromise as quickly as possible and getting other Scotiabank cards at risk identified and action taken before fraudulent activity occurs
Support the Banks annual Fraud Plan, and business objectives for the department by achieving and maintaining required service level standards
Understand how the Banks risk appetite and risk culture should be considered in day-to-day activities and decisions.
Actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabanks Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
Champions a high performance environment and contributes to an inclusive work environment.
Dimensions
The role operates independently on a daily basis on a variety of fraud issues received from customers and other lines of business
Provides inbound call handling and prevention services on the Scotia Momentum and Tangerine Mastercard portfolios
Provides inbound call handling for Visa/Amex products
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.
At minimum, achieve established daily, weekly and monthly KPIs (Key Performance Indicators) consisting of but not limited to:
Monthly Quality Review
Average Handle Time
Calls per Hour
Schedule Adherence
Attention to detail and ability to recognize risk to the Bank
Support the Banks annual Fraud Plan, and business objectives for the department
What you bring to the role
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
Working knowledge of basic PC applications (e.g. Microsoft Word, Microsoft Excel, Lotus Notes, etc.)
Requires a high school diploma or equivalent; post-secondary education in business or other related disciplines is as asset.
Bilingualism in English and French is required as this is a Customer-facing role
Customer Service experience required, preferable in financial services industry
Working Conditions
Work in a standard office-based environment; non-standard hours are a common occurrence.
The position requires the use of a headset.
Call center environment with fixed schedules and multiple shifts that ensures coverage 24 hours; 7 days a week
Working outside of standard hours and Statutory/General holidays is required
Hours of Operation are Monday to Saturday 8am-10pm and Sundays 10am-7pm. Operating hours are subject to change depending on business needs.
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Location(s): Canada : Ontario : Ottawa
As Canada’s International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries. Our employees are committed to a superior customer experience and use the Banks six guiding sales practice principles to ensure they act with honesty and integrity.
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.
