Inbound Fraud Advisor - North York, Canada - Scotiabank

Scotiabank

Verified Company

North York, Canada

4 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Requisition ID: 168830

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

**_

When you join Scotiabank, you're part of an internationally recognized, award-winning workplace_**Within Global Operations, you'll be contributing to a high-performing culture focused on servicing our customers.

Our emphasis is on building the teams' expertise and maintaining a solid risk management culture, while improving the effectiveness and efficiency of our operations.

You will be part of a team that ensures a corporate culture built around high performance and continuous improvement, recognition and rewards, diversity and inclusion, and the core values of respect, integrity, passion and accountability.

Within the Fraud department, we enable the bank's strategy by safeguarding our customers and the bank through best-in-class fraud management, customer, and employee experiences.

The Inbound Fraud Team champions a customer focused culture by analyzing and taking action with every customer call, resolving Scotiabank's Canadian retail and commercial customers' fraud-related matters, when they transact with their card in person, online, or using their device.

What will your role be?
As an Inbound Fraud Analyst, you are responsible for answering incoming calls from customers and responding to fraud-related inquiries.

You will review unusual activity with customers, complete fraud reports, itemize fraud transactions, obtain details for card replacement, and communicate with various departments within the bank.

You will utilize specific call handling procedures to mitigate potential fraud losses.

What will you be doing?

You will demonstrate your passion for superior customer service and use your problemsolving abilities by answering incoming calls and written inquiries from customers, branches, and other Bank departments to resolve fraudrelated issues
You will carefully review declined transactions and authorize the transactions that are deemed legitimate through analysis and customer verification
You will decline any transactions that are considered suspicious and require further investigation
You will accurately complete online fraud reports and ensure correct action is taken when inputting the option for transfer of balance
You will arrange card replacements for customers affected by fraud
You will handle transferred calls from Contact Centres when cardholders report transactions on lost/stolen cards, and ensure card/account status is updated on all applicable systems and electronic warning bulletins
You will achieve and maintain required service level standards by operating at optimal efficiency and ensuring productivity goals are met
You will minimize fraud losses for Scotiabank by immediately taking action on suspicious activity and identifying new opportunities to maximize the customer experience

Do you have the skills that will enable you to succeed?

You have strong verbal and written communication skills
You are flexible to work during the hours of operation
You are an active listener, demonstrate empathy to customers, and enjoy building relationships with customers to gain their loyalty
You enjoy working in a fastpaced environment, receiving a high volume of calls per day
You have strong analytical and problem solving skills, which allow you to think critically and make effective decisions
Completed postsecondary education (University or College) is an asset

Important Details:

-
Location: 90 Wynford Drive (Don Mills & Eglinton in North York)
-
Start Date: March 20th
-
Training: There will be mandatory full-time training for the first 5 weeks of the position (Monday to Friday 8:00am - 4:00pm)

Location(s): Canada : Ontario : North York

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.