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Senior Inbound Fraud Risk Manager

2 months ago

Toronto, Ontario, Canada Scotiabank Full time
About the Role

This is a challenging and rewarding opportunity to join Scotiabank's Inbound Fraud team as a Senior Inbound Fraud Risk Manager. As a key member of our team, you will play a critical role in ensuring the delivery of exceptional customer service while minimizing fraud risk and losses.

Key Responsibilities
  • Customer Service and Risk Management: Ensure that customer service fosters overall customer and business satisfaction by understanding customer circumstances and matching appropriate solutions through sound knowledge of fraud practices, policies, and procedures.
  • Transaction Authorization and Reporting: Authorize transactions declined due to fraud mitigation rules set on the Bank's host system or fraud monitoring tools, based on reasonable assurance that the transaction is legitimate or declining transactions that are highly suspicious.
  • Case Management and Escalation: Complete on-line fraud reports, ensuring the correct action is taken when inputting the option for the transfer of balance, while at the same time arranging for expedient replacement of cards to customers affected by fraud. Escalate more serious situations/problems to the Team Lead or Manager, Inbound Fraud, as required for speedy and equitable resolution.
  • Business Objectives and Service Level Standards: Support the Bank's annual Fraud Plan and business objectives for the department by achieving and maintaining required service level standards.
Requirements
  • Fluency in English Language Skills: Fluency in English language skills (reading, writing, and spoken) is required.
  • French Language Skills: Fluency in French language skills is an asset (reading, writing, and spoken).
  • Prior Customer Service Experience: Prior customer service experience is required.
  • High Workload and Call Volume: The ability to confidently take on high workload and call volume, while prioritizing and multitasking.
  • Interpersonal and Communication Skills: Proven interpersonal, communication, and problem resolution skills.
  • Critical Thinking and Communication Skills: Strong critical thinking skills alongside good verbal and written communication skills.
  • Retail Banking and Call Centre Experience: Previous Retail Banking and/or Call Centre experience is an asset.
Working Conditions
  • Work Environment: Work in a standard office-based environment; non-standard hours are a common occurrence.
  • Shift Work: The role is based in a call center environment that is aligned to the 24/7 operating hours and may be subject to shift work at all hours of the day depending on the business requirements. Flexibility is required for a variety of shifts, Monday to Sunday, 7:30AM to midnight and possibly overnight based on business needs.
  • Statutory Holidays: Working some statutory holidays will also be required.