Claims Analyst

4 months ago

Toronto, Canada Scotiabank Full time

Requisition ID: 207128

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.

**_
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.
- Provide quality decisions to minimize losses and improve profitability on accounts by effectively analyzing Creditand 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.
- 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.
- Effective leadership, problem solving and relationship building skills are essential to balance chargeback effectiveness with the service requirements and expectations of our customer base.
- 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.

**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**:

- 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 andpersuasive 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
- Fluency in both English and French language skills (reading, writing, and spoken) (nice to have)

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

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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