Senior Inbound Fraud Advisor

4 weeks ago

Toronto, Ontario, Canada Scotiabank Full time
Job Title: Senior Inbound Fraud Advisor

At Scotiabank, we are seeking a highly skilled and experienced Senior Inbound Fraud Advisor to join our team. As a key member of our fraud prevention team, you will play a critical role in ensuring the delivery of customer service that fosters overall customer and business line/department satisfaction.

Key Responsibilities:
  • Ensure the delivery of customer service that meets or exceeds customer expectations by understanding their circumstances and matching appropriate solutions through sound knowledge of fraud practices, policies, and procedures.
  • 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.
  • Complete 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.
  • Escalate more serious situations/problems to the Team Lead or Manager, Inbound Fraud, as required for speedy and equitable resolution.
  • 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 (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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