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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 team as an Inbound Fraud Advisor. 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
  • Customer Service and Fraud Prevention
    • Provide timely and effective resolution to customer inquiries and concerns related to fraud prevention and risk management.
    • Authorise transactions declined due to fraud mitigation rules, based on reasonable assurance that the transaction is legitimate or decline 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 arranging for expedient replacement of cards to customers affected by fraud.
  • Support to Business Objectives
    • Operate at optimal efficiency of the department by ensuring productivity goals are attained.
    • Minimise Fraud risk and losses by adhering to Scotiabank's policy, procedures, and key controls.
    • Prioritise and process customer requests (i.e., inquiries, transactions, case work) in a timely and efficient manner.
  • Team Collaboration and Development
    • Participate actively and contribute to overall team objectives by learning and embracing new procedures, technologies, and processes.
    • Contribute to effective team morale and employee relations through positive interaction with team members and participating in the Applause program.
    • Take ownership of his/her development plan, working with the Manager in the identification of skills, behaviours and competencies required to achieve goals.
Requirements
  • Language Skills
    • Fluency in English Language skills (reading, writing, and spoken)
    • Fluency in French language skills is an asset (reading, writing, and spoken)
  • Experience and Skills
    • Prior customer service experience
    • The ability to confidently take on high workload and call volume, while prioritising 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 centre 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.