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Bilingual Senior Detection Analyst
2 weeks ago
Is this role right for you?
In this role, you will:
• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Detect and prevent fraudulent activity with respect to the Bank's credit cards, debit cards, ScotiaOnline, Email Money Transfers, Western Union, and deposit fraud by:
Do you have the skills that will enable you to succeed in this role? – We'd love to work with you if you have/can:
• Strong communication skills in both English and French is required
• Flexibility required with business hours
• Utilization of active listening skills and appropriate acknowledgment statements
• Capability to build customer loyalty through listening, relationship building, and professional and persuasive communication skills
• Ability to work in a fast-paced, changing environment
• Ability to navigate between multiple Windows-based application system
• Critical thinking and sound decisions are required to maintain an acceptable balance between fraud control and customer service
• Maintain exceptional knowledge and understanding of all procedures, products and services related to role.
• Strong attention to detail with the ability to recognize risk and take appropriate steps to minimize the impact on both the customer and the Bank
• Capability to build customer loyalty through listening, relationship building, professional and persuasive communication skills
• Achieve/exceed daily/weekly individual and team KPIs
• Ability to navigate between multiple Windows-based application systems
• Good analytical, verbal, and written communication skills
Education / Experience / Other Information
• Customer service experience; demonstrated commitment to providing quality customer service
• Ability to confidently take on high workload and alert volume, while prioritizing and multitasking
• Working knowledge of basic PC applications (e.g. Microsoft Word, Microsoft Excel, Lotus Notes, etc.)
• Fluency in both English and French language skills (reading, writing, and spoken) is required
• Previous Retail Banking and / or Advice/Call Centre experience is an asset
• Post-secondary education in business or other related disciplines is in an asset
Working Conditions
• This unit runs on a 24-hour operation.
• The location for this position is in Scarborough: 888 Birchmount Rd
• Work in a standard office-based environment; non-standard hours are a common occurrence.
• Work is subject to frequent interruptions contributing to a lack of control over the pace of work. Cardholder issues tend to be very sensitive and emotional therefore stressful in nature.
• The position requires the use of a headset.
• The incumbent's desk is located close to co-workers and is subject to constant noise.
• He/she is expected to work occasional overtime due to peak season, periods of increased volume, fraud trends and/or absences. Working outside of standard hours and Statutory/General holidays is required to ensure the department has adequate coverage on a 24/7-hour basis
Shifts being offered:
Tuesday to Saturday 8am-4pm
Friday to Tuesday 10am-6pm
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