What you will be doing:
The Analyst, Inbound Fraud answers inbound calls for fraud-related inquiries. 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 mitigating potential fraud losses, while branding Scotiabank/Tangerine to create a rewarding and engaging experience for our customers.
Is this role right for you? In this role you will:
- Champion a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
- 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:
- Respond to incoming telephone and written inquiries from customers and other Bank departments to resolve inquiries relative to fraud issues and/or complaints.
- Authorize 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.
- Complete on-line fraud reports, ensuring the correct action is taken when inputting the option for resolution while at the same time arranging for expedient expediting resolution for customers affected by fraud.
- Handle 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.
- Achieve and maintain required service level standards by:
- Operate at optimal efficiency of the department by ensuring productivity goals are attained;
- Minimize Fraud risk and losses by adhering to Scotiabank’s policy, procedures and key controls;
- Adhere to all company/department policies, procedures and audit requirements;
- Prioritize and processing customer requests (i.e. inquiries, transactions, case work) in a timely and efficient manner; and
- Strictly adhere to schedules thereby ensuring prompt customer service and response time.
- Participate actively in team activities/initiatives and taking responsibility for self-learning and development. Participate actively and contribute to overall team objectives by:
- Learn and embrace new procedures, technologies, and processes;
- Participate in and supporting change initiatives for the team and the department;
- Contribute to effective team morale and employee relations through positive interaction with team members and participating in the Applause program; and
- Take ownership of his/her development plan, working with the manager in the identification of skills, behaviors and competencies required to achieve goals.
- Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
- Actively pursue 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
Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:
- 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 the application systems that support debit/credit card and alternate delivery channel products including TSYS, PRM, Citadel, TCS, DAWT
- 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.
- Excellent communication in English, written, oral and reading.
- Customer Service experience required, preferable in financial services industry.
Hiring & Training Details:
- Our Customer Contact Centre is located at Terminal Station, 1234 Main St, Moncton, NB
- Position Start Date: March 10th, 2025
- Position Status: Full Time (37.5 hours per week)
Training & Work Shift Details:
- Must be available to attend onsite training in full. Training Hours to be shared closer to start date.
- Our business operates every day of the week, from Monday to Sunday, between 8:00AM and 12:00AM
What's in it for you?
- You will be part of a diverse and inclusive team of Client-focused go-getters looking to learn from each other in an environment that celebrates and recognizes success!
- You will have access to thousands of online and in person courses so you can shape your career growth with the support from diverse industry leaders.
- You will get our help to save for your future and to invest in your total wellbeing through our Tangerine benefits*.
- You belong here, we are equal and un-complicated. Bring your true self to work, dress codes don’t apply here.
- You will enjoy workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors.
