Bilingual (French & English) Inbound Fraud Advisor
1 month ago
Requisition ID: 168837
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
**_ When you join Scotiabank, you’re part of an internationally recognized, award-winning workplace_**
Within Global Operations, you’ll be contributing to a high-performing culture focused on servicing our customers. Our emphasis is on building the teams’ expertise and maintaining a solid risk management culture, while improving the effectiveness and efficiency of our operations. You will be part of a team that ensures a corporate culture built around high performance and continuous improvement, recognition and rewards, diversity and inclusion, and the core values of respect, integrity, passion and accountability.
Within the Fraud department, we enable the bank’s strategy by safeguarding our customers and the bank through best-in-class fraud management, customer, and employee experiences.
The Inbound Fraud Team champions a customer focused culture by analyzing and taking action with every customer call, resolving Scotiabank’s Canadian retail and commercial customers’ fraud-related matters, when they transact with their card in person, online, or using their device.
**What will your role be?**
As an Inbound Fraud Analyst, you are responsible for answering incoming calls from customers and responding to fraud-related inquiries. You will review unusual activity with customers, complete fraud reports, itemize fraud transactions, obtain details for card replacement, and communicate with various departments within the bank. You will utilize specific call handling procedures to mitigate potential fraud losses.
**What will you be doing?**
- You will demonstrate your passion for superior customer service and use your problem-solving abilities by answering incoming calls and written inquiries from customers, branches, and other Bank departments to resolve fraud-related issues
- You will carefully review declined transactions and authorize the transactions that are deemed legitimate through analysis and customer verification
- You will decline any transactions that are considered suspicious and require further investigation
- You will accurately complete online fraud reports and ensure correct action is taken when inputting the option for transfer of balance
- You will arrange card replacements for customers affected by fraud
- You will handle transferred calls from Contact Centres when cardholders report transactions on lost/stolen cards, and ensure card/account status is updated on all applicable systems and electronic warning bulletins
- You will achieve and maintain required service level standards by operating at optimal efficiency and ensuring productivity goals are met
- You will minimize fraud losses for Scotiabank by immediately taking action on suspicious activity and identifying new opportunities to maximize the customer experience
**Do you have the skills that will enable you to succeed?**
- You have strong verbal and written communication skills in English and French
- You are flexible to work during the hours of operation
- You are an active listener, demonstrate empathy to customers, and enjoy building relationships with customers to gain their loyalty
- You enjoy working in a fast-paced environment, receiving a high volume of calls per day
- You have strong analytical and problem solving skills, which allow you to think critically and make effective decisions
- You have completed post-secondary education (degree or diploma)
**Important Details**:
- **Location**: 90 Wynford Drive (Don Mills & Eglinton in North York)
- **Start Date**: February 13th
- **Training**: There will be mandatory full-time training for the first 5 weeks of the position (Monday to Friday 8:00am - 4:00pm)
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.
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