Bilingual Senior Detection Analyst
3 weeks ago
Purpose
The Bilingual Senior Fraud Detection Analyst is responsible for preventing and minimizing losses to the Bank resulting from fraudulent activity on Payment cards and deposit accounts. This is achieved by working alerts generated by fraud monitoring systems and/or batch reports, analyzing activity/trends, reviewing previous activity and contacting customers, Branches and other FI’s to determine if the account has been compromised and if proactive measures are necessary to block the account from further use.
Is this role right for you? In this role, you will:
• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Detect and prevent fraudulent activity with respect to the Bank’s credit cards, debit cards, ScotiaOnline, Email Money Transfers, Western Union, and deposit fraud by:
Do you have the skills that will enable you to succeed in this role? – We’d love to work with you if you have/can:
• Strong communication skills in both English and French is required
• Flexibility required with business hours
• 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, changing environment
• Ability to navigate between multiple Windows-based application system
• Critical thinking and sound decisions are required to maintain an acceptable balance between fraud control and customer service
• Maintain exceptional knowledge and understanding of all procedures, products and services related to role.
• Strong attention to detail with the ability to recognize risk and take appropriate steps to minimize the impact on both the customer and the Bank
• Capability to build customer loyalty through listening, relationship building, professional and persuasive communication skills
• Achieve/exceed daily/weekly individual and team KPIs
• Ability to navigate between multiple Windows-based application systems
• Good analytical, verbal, and written communication skills
Education / Experience / Other Information
• Customer service experience; demonstrated commitment to providing quality customer service
• Ability to confidently take on high workload and alert volume, while prioritizing and multitasking
• Working knowledge of basic PC applications Microsoft Word, Microsoft Excel, Lotus Notes, etc.)
• Fluency in both English and French language skills (reading, writing, and spoken) is required
• Previous Retail Banking and / or Advice/Call Centre experience is an asset
• Post-secondary education in business or other related disciplines is in an asset
Working Conditions
• This unit runs on a 24-hour operation.
• The location for this position is in Scarborough: 888 Birchmount Rd
• Work in a standard office-based environment; non-standard hours are a common occurrence.
• Work is subject to frequent interruptions contributing to a lack of control over the pace of work. Cardholder issues tend to be very sensitive and emotional therefore stressful in nature.
• The position requires the use of a headset.
• The incumbent’s desk is located close to co-workers and is subject to constant noise.
• He/she is expected to work occasional overtime due to peak season, periods of increased volume, fraud trends and/or absences. Working outside of standard hours and Statutory/General holidays is required to ensure the department has adequate coverage on a 24/7-hour basis
Shifts being offered:
Tuesday to Saturday 8am-4pm
Friday to Tuesday 10am-6pm
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