Senior Fraud Prevention Specialist

3 weeks ago

Toronto, Ontario, Canada Scotiabank Full time
Job Summary

We are seeking a highly skilled and experienced Senior Inbound Fraud Advisor to join our team at Scotiabank. As a key member of our fraud prevention team, you will play a critical role in ensuring the delivery of exceptional customer service while minimizing fraud risk and losses.

Key Responsibilities
  • Authorizing transactions declined due to fraud mitigation rules, based on reasonable assurance that the transaction is legitimate or declining transactions that are highly suspicious.
  • Completing online fraud reports, ensuring the correct action is taken when inputting the option for the transfer of balance, while arranging for expedient replacement of cards to customers affected by fraud.
  • Escalating more serious situations/problems to the Team Lead or Manager, Inbound Fraud, as required for speedy and equitable resolution.
  • Supporting the Bank's annual Fraud Plan and business objectives for the department by achieving and maintaining required service level standards.
  • Participating actively and contributing to overall team objectives by learning and embracing new procedures, technologies, and processes.
Requirements
  • Fluency in English Language skills (reading, writing, and spoken)
  • Fluency in French language skills is an asset (reading, writing, and spoken)
  • Prior customer service experience
  • The ability to confidently take on high workload and call volume, while prioritizing and multitasking
  • Proven interpersonal, communication and problem resolution skills.
  • Strong critical thinking skills alongside good verbal and written communication skills
  • Previous Retail Banking and/or Call Centre experience
Working Conditions
  • Work in a standard office-based environment; non-standard hours are a common occurrence.
  • 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.
  • Working some statutory holidays will also be required.

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