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Bilingual (French) Claims Analyst

3 weeks ago


North York, Canada Scotiabank Full time

Requisition ID: 160282

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

**About the role**:
**_ 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:_**
- Provide quality decisions to minimize losses and improve profitability on accounts by effectively analyzing Credit and Debit card disputes to diagnose type and cause of issues which exposes the Bank to higher risk.
- Effectively analyzing credit card situations and contacting customers to diagnose type and cause of issues which exposes the Bank to higher risk.
- Keeping abreast of changes in accounting practices, government and Amex/Visa regulations, and other factors as they relate to financial chargebacks presentation
- Lead the facilitation of investigation functions while strengthening operational efficiencies, improved productivity to enhanced service and reducing costs by ensuring adherence to investigation policies and strategies.

**_
Dimensions_**
- This is a high stress level position with continuous changes due to the current dispute issues at hand and
- unexpected volumes of work.- Complexity of cases received by the Claims Analyst will very 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 $75 per transaction for claims/disputes cases;
- Incumbent must be organized, and customer focused to ensure all cases are completed accurately and all actions taken is accurate and appropriate, thus preventing losses to the Bank. The incumbent must be 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 delivering a exceptional customer experience.
- Analyst will on average complete 40 claims/disputes daily and number will vary based complexity and daily assignment.
- Provide a high level of customer service by responding to escalation from customers, branches and other Bank departments to resolve inquiries related to Fraud/Dispute issues and/or complaints, consistently adhering to the Bank’s customer service standards and polices

Location(s): Canada : Ontario : North York

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.