Senior Analyst, Investigations

4 weeks ago

Toronto, Canada Scotiabank Full time

 

 

 

Requisition ID: 195766

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

 

Purpose

Contributes to the overall success of the Controls and Monitoring at the Contact Centres in Canada and international Canadian Banking support sites in Colombia, Dominican Republic and Mexico ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives.  Ensures 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.
  • Contributes to the implementation, management and administration of the Voice Authentication program according to (changing) pre-determined priorities:
    1. Daily review and investigation of locked voiceprints. 
    2. Daily review of reported exceptions/alerts within a Nuance’s Gatekeeper application including suspected fraudster alerts; 
    3. Periodic analysis and reporting on trends identified, including recommendations on voiceprint calibrations and fine-tuning of confidence limits driving false accepts and false rejects;
    4. Support the development of meaningful reports and analysis models that heighten the understanding of key business drivers to provide decision-makers with accurate and relevant information;
    5. Escalation of suspected fraudulent voiceprints to internal Bank partners for further fraud investigation, as required
  • Triage requests for case support received from various internal partners (i.e., FMO, S&I) and provide call synopsis and other supporting documentation to case investigators.
  • Manage “Suspected Fraud” and UTR alerts received through the ReportMe Portal by conducting preliminary case investigation and engaging Manager/Sr Manager, Fraud Prevention & Investigation as required. 
  • 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, Global Sales Principles and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook, Global Sales Principles Framework and the Guidelines for Business Conduct

 

Dimensions

  • The Fraud Prevention & Investigations team has a broad mandate within a complex environment where 1600+ front line call centre employees are taking 16MM+ calls per annum across all Contact Centre sites. The mandate includes: investigation of account takeovers performed through the Contact Centre channel; back office support of Voice Authentication program through a review of suspicious calls and management of Fraudster Watchlist in Gatekeeper; implementation and management of fraud prevention strategies including the Fraud Awareness Training; providing timely reporting on all fraud losses and results of fraud prevention activities; and supporting Contact Centre leadership with insightful analytics.
  • The incumbent will be working with internal peers, Customer Care Advisors (CCAs), Managers, Senior Managers and Directors. The ability to establish good working relationships with a strong spirit of cooperation, open communication and collaboration will be essential to the success of the Senior Analyst as they fulfill the compliance monitoring mandate for the contact centres.
  • Sundry Duties as assigned

 

Requirements

  • Undergraduate university degree in related discipline and/or minimum 3-5 years related work experience
  • Excellent problem solving, investigative and analytical skills
  • Sound judgement and a keen attention to detail
  • Ability to work independently and within tight deadlines
  • Ability to quickly adapt to unforeseen changes in priorities and initiatives
  • Demonstrated ability to quickly grasp new concepts and master new applications/tools
  • Strong interpersonal and relationship management skills
  • Working knowledge of Microsoft  Office – Word, Excel and PowerPoint

 

Nice to have

  • Branch and/or Contact Centre experience
  • Bilingual skills (English/French) both written and spoken
  • Experience reviewing calls from a compliance and/or quality assurance perspective
  • Fraud investigation experience within the financial services industry
  • Certified Fraud Examiner designation

 

Location(s):  Canada : Ontario : Scarborough || Canada : Nova Scotia : Halifax || Canada : Ontario : Ottawa 

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.  

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.

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