Analyst, Inbound Fraud (Full-Time & Part-Time Positions Available)

 

Requisition ID: 24357

Join the Global Community of Scotiabankers to help customers become better off.

Purpose

The Analyst, Inbound Fraud answers inbound calls for fraud-related enquiries.  The incumbent is required to review unusual activity with customers, 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.

 

Key Accountabilities

1. Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

 

2. Provide customers with excellent service levels within the parameters of the department environment by effectively managing the workload and staying actively available to receive customer requests by:

  • Responding to incoming telephone and written inquiries from customers, branches and other Bank departments to resolve inquiries relative to fraud issues and/or complaints.
  • 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.
  • 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.
  • Handling transferred calls from Contact Centers when cardholders are reporting disputed transactions on lost/stolen cards and ensure accounts are statused on all applicable systems and electronic warning bulletins.

 

3. Achieve and maintain required service level standards by:

  • Operating at optimal efficiency of the department by ensuring productivity goals are attained;
  • Minimizing Fraud risk and losses by adhering to Scotiabank’s policy, procedures and key controls;
  • Prioritizing and processing customer requests (i.e. inquiries, transactions, case work) in a timely and efficient manner; and

 

Key Competencies

  • Customer service experience; demonstrated commitment to providing quality customer service
  • A great deal of tact, diplomacy and empathy are required 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
  • Ability to confidently take on high workload and call volume, while prioritizing and multitasking
  • Utilization of active listening skills and appropriate acknowledgment statements
  • Capability to build customer loyalty through listening, relationship building, and professional and persuasive communication skills
  • Proven interpersonal, analytical, and problem resolution skills
  • Fluency in both English and French language skills (reading, writing, and spoken) is an asset

 

Miscellaneous

  • The location for these positions is Don Mills & Eglinton, North York, ON.
  • There are multiple full-time and part-time shifts available.
  • Training will be on a full-time basis for the first 6-weeks of the position.
  • This unit runs on a 24-hour operation.

Location(s):  Canada : Ontario : North York || Canada : Ontario : Toronto

As Canada’s International Bank, we are a leader when it comes to inclusion. We are a diverse and global team, speaking more than 100 languages with backgrounds from more than 120 countries. 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. Candidates selected for an interview will be contacted directly.  If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible.

Company
ScotiaBank
Posted
04/06/2018
Type
Full time
Location
North York, 08, CA