Bilingual Claims Analyst

Requisition ID: 189059

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

**Purpose**

Contributes to the overall success of the Fraud Claims & Support Services team in Canada for the resolution and

processing of all card payment disputes, merchant chargebacks and some fraud claims through the full dispute cycle.

Ensures specific individual goals, plans and initiatives are executed / delivered in support of the team’s business strategies

and objectives, and all activities conducted are in compliance with governing regulations, internal policies and procedures.

**Accountabilities**
- Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships,

systems and knowledge.
- Provide quality decisions to minimize losses and improve profitability on accounts by effectively analyzing Credit

and Debit card disputes to diagnose type and cause of issues which exposes the Bank to higher risk.
- Effectively analyzing credit card situations and contacting customers to diagnose type and cause of issues which

exposes the Bank to higher risk.
- Keeping abreast of changes in accounting practices, government and Amex/Visa regulations, and other factors as

they relate to financial chargebacks presentation
- Lead the facilitation of investigation functions while strengthening operational efficiencies, improved productivity to

enhanced service and reducing costs by ensuring adherence to investigation policies and strategies.
- Provide a high level of customer service by responding to escalation from customers, branches and other Bank

departments to resolve inquiries related to Fraud/Dispute issues and/or complaints, consistently adhering to the

Bank’s customer service standards and polices.
- Effective leadership, problem solving and relationship building skills are essential to balance chargeback

effectiveness with the service requirements and expectations of our customer base.
- Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and

decisions.
- Actively pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy,

adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk,

regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the

Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF

Global Handbook and the Guidelines for Business Conduct.

Position: Claims Analyst, Fraud Claims & Support Services, Fraud Management Operations

**Dimensions**
- This is a high stress level position with continuous changes due to the current dispute issues at hand and

unexpected volumes of work.
- Complexity of cases received by the Claims Analyst will very from lower value and lower complexity to

those of higher value and complexity;
- The role operates independently daily on cases and customer contact;
- Incumbent has authority of up to $75 per transaction for claims/disputes cases;
- Incumbent must be organized, and customer focused to ensure all cases are completed accurately and all

actions taken is accurate and appropriate, thus preventing losses to the Bank. The incumbent must be

able to resolve disputes independently within the scope of their position;
- Ability to confidently take on a high workload while prioritizing and multitasking with a commitment to

delivering a exceptional customer experience.
- Analyst will on average complete 40 claims/disputes daily and number will vary based complexity and daily

assignment.

**Education / Experience / Other Information (include only those that are specific to the role)**

**Note : Fluency in both English and French language skills (reading, writing, and spoken) is required**
- Post-secondary education in business or other related disciplines is in an asset
- Previous Retail Banking and / or Advice/Call Centre experience
- Customer service experience, demonstrated commitment to providing quality customer service
- Ability to confidently take on high workload, while prioritizing and multitasking, with a commitment to

delivering superior client experience
- Utilization of active listening skills and appropriate acknowledgment statements
- Capability to build customer loyalty through listening, relationship building, and professional and

persuasive communication skills
- Ability to work in a fast-paced environment
- Proven interpersonal, communication and problem resolution skills
- Good analytical, verbal, and written communication skills
- Must have acceptable attendance, behavior and performance
- Flexible for overtime when required

**Working Conditions**
- Work in a standard office-based environment; non-standard hours are a common occurrence

on business needs.

Location(s): Canada : Ontario : Toronto

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