Team Lead, Inbound Fraud

6 months ago

Toronto, Canada Scotiabank Full time

Requisition ID: 196889

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

**Position: Team Lead, Inbound Fraud / Inbound Fraud / Fraud Operations**

**Purpose**
Leads and oversees a team of Senior Advisors/Advisors ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies and procedures. Provides direct leadership and coaching to Senior Advisors/Advisors, along with support on policy, process, system functionality issues and escalations to help shape high-performing and engaged teams.

**Is this role right for you? In this role, you will**:

- Lead and drive a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
- Through vigilant monitoring and management of Support Channels provide timely support and expertise to Senior Advisors/Advisors with complex problem resolution, ensuring accurate and efficient resolution in alignment with departmental standards and protocols.
- Exemplify outstanding leadership and coaching to enhance the performance of Senior Advisors/Advisors by:

- Cultivating a team skilled in first-contact fraud resolution and proficient in offering expert advice to customers.
- Continuously observing and providing feedback to Senior Advisors/Advisors through live call reviews, group coaching, and skill-building sessions.
- Analyzing interactions to pinpoint coaching opportunities and address common team challenges.
- Hosting individual bi-weekly coaching sessions to acknowledge achievements, address challenges, and streamline efficiency and quality.
- Escalate performance and/or conduct concerns to respective Manager and leadership for support when needed.
- Ensure direct report timesheets are accurate and up to date reflecting all planned and unplanned absenteeism ensuring WFM is notified of required updates as applicable.
- Upholding Scotiabank's policies and controls to mitigate fraud risks and losses.
- Recognizing and escalating any anomalies or fraudulent patterns observed during customer interactions or payment verification to the Manager, Senior Manager or Director of Inbound Fraud.
- Tracking/updating of department statistics and circulating to the team daily.
- Maintains and enforces robust escalation protocols for system outages among all staff.
- Manage, oversee and support a team of 6-9 Senior Advisors or Advisors
- Support the team through leadership to achieve/exceed daily/weekly KPIs as provided in annual goals

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

- Customer service experience; demonstrated commitment to providing quality customer service
- A great deal of tact, diplomacy and empathy are required in dealing with and defusing situations, as customers are often upset with the possibility fraud has occurred on their account, or that legitimate transaction(s) has been unnecessarily declined due to action taken
- Ability to confidently take on high workload, while prioritizing and multitasking
- 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
- Fluency in both English and French language skills (reading, writing, and spoken) is an asset
- 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**
- Work in a standard office-based environment; non-standard hours are a common occurrence.
- 11:59pm
- Working some statutory holidays will also be required

Location(s): Canada : Ontario : Toronto

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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