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Claims Analyst
3 months ago
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
Purpose
Contributes to the overall success of the Fraud Claims & Support Services team in Canada for the resolution and
processing of all card payment disputes, merchant chargebacks and some fraud claims through the full dispute cycle.
Ensures specific individual goals, plans and initiatives are executed / delivered in support of the team's business strategies
and objectives, and 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,
- Provide quality decisions to minimize losses and improve profitability on accounts by effectively analyzing Credit
- Effectively analyzing credit card situations and contacting customers to diagnose type and cause of issues which
- Keeping abreast of changes in accounting practices, government and Amex/Visa regulations, and other factors as
- Lead the facilitation of investigation functions while strengthening operational efficiencies, improved productivity to
- Provide a high level of customer service by responding to escalation from customers, branches and other Bank
Bank's customer service standards and polices.
- Effective leadership, problem solving and relationship building skills are essential to balance chargeback
- Understand how the Bank's risk appetite and risk culture should be considered in daytoday activities and
- Actively pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy,
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.
Position:
Claims Analyst, Fraud Claims & Support Services, Fraud Management Operations
Dimensions
- This is a high stress level position with continuous changes due to the current dispute issues at hand and
- Complexity of cases received by the Claims Analyst will very from lower value and lower complexity to
- The role operates independently daily on cases and customer contact;
- Incumbent has authority of up to $75 per transaction for claims/disputes cases;
- Incumbent must be organized, and customer focused to ensure all cases are completed accurately and all
able to resolve disputes independently within the scope of their position;
- Ability to confidently take on a high workload while prioritizing and multitasking with a commitment to
- Analyst will on average complete 40 claims/disputes daily and number will vary based complexity and daily
Education / Experience / Other Information (include only those that are specific to the role)
- Postsecondary education in business or other related disciplines is in an asset
- Previous Retail Banking and / or Advice/Call Centre experience
- Customer service experience, demonstrated commitment to providing quality customer service
- Ability to confidently take on high workload, while prioritizing and multitasking, with a commitment to
- Utilization of active listening skills and appropriate acknowledgment statements
- Capability to build customer loyalty through listening, relationship building, and professional and
- Ability to work in a fastpaced environment
- Proven interpersonal, communication and problem resolution skills
- Good analytical, verbal, and written communication skills
- Must have acceptable attendance, behavior and performance
- Flexible for overtime when required
Nice to have:
- Fluency in both English and French language skills (reading, writing, and spoken)
- Work in a standard officebased environment; nonstandard hours are a common occurrence
Location(s): Canada : Ontario : Toronto
Scotiabank is a leading b