Senior Fraud Prevention Specialist

4 weeks ago

Toronto, Ontario, Canada Scotiabank Full time

Are you looking for a challenging role that requires strong analytical and communication skills?

In this position, you will be responsible for ensuring the delivery of customer service that fosters overall customer and business line satisfaction by:

  • Understanding customers' circumstances and matching appropriate solutions through sound knowledge of fraud practices, policies, and procedures.
  • Authorizing 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.
  • Completing online 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.
  • Escalating more serious situations/problems to the Team Lead or Manager, Inbound Fraud, as required for speedy and equitable resolution.

You will also be responsible for supporting the Bank's annual Fraud Plan and business objectives for the department by achieving and maintaining required service level standards by:

  • Operating at optimal efficiency of the department by ensuring productivity goals are attained.
  • Minimizing Fraud risk and losses by adhering to Scotiabank's policy, procedures, and key controls.
  • Prioritizing and processing customer requests (i.e., inquiries, transactions, case work) in a timely and efficient manner; and
  • Strictly adhering to schedules thereby ensuring prompt customer service and response time.

Additionally, you will participate actively and contribute to overall team objectives by:

  • Learning and embracing new procedures, technologies, and processes.
  • Contributing to effective team morale and employee relations through positive interaction with team members and participating in the Applause program; and
  • Taking ownership of his/her development plan, working with the Manager in the identification of skills, behaviours and competencies required to achieve goals.

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. Flexibility is required for a variety of shifts, Monday to Sunday, 7:30AM to midnight and possibly overnight based on business needs.
  • Working some statutory holidays will also be required.

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