Purpose

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Contributes to the overall success of the Fraud, Fraud Operations 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

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Accountabilities

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• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Investigates questionable credit card activity; contacts customers proactively; blocks accounts from further fraudulent activity.
• Report and escalate any fraud trends/activities evidenced through customer conversations directly to management team
• Works to minimize fraud losses through detection, investigation and mitigation; as such, this role actively contributes to the profitability of the organization by reducing losses.
• Detect and prevent fraudulent activity with respect to the Bank’s credit cards and day to day banking by: o Analyzing alerts generated by various fraud detection tools and assessing the probability that fraud is occurring.
  • Making a decision, based on the analysis completed, to block the account or to contact the cardholder to discuss the activity.
  • 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

• Share information on trends to ensure large scale fraud trends are identified and actioned quick
• Communicate with branches and other Bank departments to resolve inquiries relative to fraud issues and/or complaints
• Support the Bank’s annual Fraud Plan, and business objectives for the department by achieving and maintaining required service level standards
• Understand how the Bank’s 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 Tangerine’s 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.
• The role operates independently on a daily basis on a variety of fraud issues received from customers and other lines of business

• Provides fraud detection and prevention services on Tangerine D2D and Credit Card portfolios · Follow customer problem resolution process to take ownership of customer concern and resolving customer issues at first point of contact
• At minimum, achieve established daily, weekly and monthly KPI’s (Key Performance Indicators)
• Attention to detail and ability to recognize risk to the Bank
• Support the Bank’s annual Fraud Plan and business objectives for the department

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Education / Experience / Other Information

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• 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
• Working knowledge of the application systems that support debit/credit card and alternate delivery channel products including TSYS, AS400, PRM, etc.
• Working knowledge of basic PC applications (e.g. Microsoft Word, Microsoft Excel, Lotus Notes, etc.)
• Strong critical thinker with good verbal and written communication skills
• Previous Retail Banking and / or Advice/Call Centre experience is an asset
• Requires a high school diploma or equivalent; post-secondary education in business or other related disciplines is as asset.
• Strong analytical skills, attention-to-detail, and ability to make effective decisions
• Bilingualism is required as this is a Customer-facing role.
• Customer Service experience required, preferable in financial services industry

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