Bilingual Claims Analyst

7 months ago

Ottawa, Canada Scotiabank Full time

Requisition ID: 195076

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 fraud/dispute claim types. 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.

**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
- Adjudicate liability for fraud/dispute on all Credit, Debit, Visa Debit, Digital and Commercial card products and alternate delivery channels
- Provide quality decisions to minimize losses and improve profitability on accounts by using solid knowledge of the fraud and disputes process for the bank to enhance the customer experience and reduces costs while increasing profitability
- Preparing or directing the preparation of charge back authorizations and exercising sound chargeback judgment based on thorough investigations and analysis.
- Provide feedback with respect to effectiveness of the department’s procedure and workflow to ensure continuous improvement.
- Ensure the delivery of customer service fosters overall customer satisfaction consistent with Scotia Service standards by providing customers with timely resolution to transactions consistent with the Bank’s core values.
- 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, 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

**Dimensions**
- This is a high stress level position with continuous changes due to the current fraud issues at hand and

unexpected volumes of work.
- Complexity of cases received by the Claims Analyst will vary from lower value and lower complexity to

those of higher value and complexity.
- The role operates independently daily on cases and customer contact.
- Incumbent has authority of up to $7500 for claims/disputes cases.
- Claims require adjudication in accordance with FCAC’s debit code of conduct and credit card code of

conduct guidelines.
- Ability to confidently take on a high workload while prioritizing and multitasking with a commitment to

delivering an exceptional customer experience.
- Analyst will on average complete 30 claims/disputes daily and number will vary based complexity and daily assignment.
- The role receives general guidance from the Team Lead and the Manager of Fraud Claims & Support

Services on related issues that require escalations.

**Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have**:

- Post-secondary 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

delivering superior client experience
- 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 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)
- Previous Retail Banking and / or Advice/Call Centre experience
- Post-secondary education in business or other related disciplines is in an asset

**Working Conditions**
- Work in a standard office-based environment; non-standard hours are a common occurrence

Location(s): Canada : Ontario : Ottawa

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

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