Bilingual Senior Inbound Fraud Advisor

　　Requisition ID: 191342

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

　　Purpose

　　Contributes to the overall success of the Inbound Fraud team in Canada 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.

　　The Senior Inbound Fraud Advisor analyzes and resolves fraud related issues coming from inbound calls from retail, small business and commercial customers related to their debit/credit accounts. The incumbent is required to properly authenticate the caller, review unusual activity, complete lost reports, and itemize fraud transactions, obtain details for card replacement and communicate with various departments within the Bank. The incumbent utilizes specific call handling procedures for the purpose of mitigating potential fraud losses, while branding Scotiabank to create a rewarding and engaging experience for our customers.

　　Is this role right for you? In this role, you will:

　　Ensure the delivery of customer service fosters overall customer and business line/department satisfaction by:

　　Understanding the customers’ circumstances and matching appropriate solutions through sound knowledge of fraud practices, policies, and procedures.

　　Authorizing transactions declined due to fraud mitigation rules set on the Bank’s host system or fraud monitoring tools, based on reasonable assurance that the transaction is legitimate or declining transactions that are highly suspicious.

　　Completing on-line fraud reports, ensuring the correct action is taken when inputting the option for the transfer of balance, while at the same time arranging for expedient replacement of cards to customers affected by fraud.

　　Escalating more serious situations/problems to the Team Lead or Manager, Inbound Fraud, as required for speedy and equitable resolution.

　　Support the Bank’s annual Fraud Plan, and business objectives for the department by achieving and maintaining required service level standards by:

　　Operating at optimal efficiency of the department by ensuring productivity goals are attained.

　　Minimizing Fraud risk and losses by adhering to Scotiabank’s policy, procedures, and key controls.

　　Prioritizing and processing customer requests (i.e., inquiries, transactions, case work) in a timely and efficient manner; and

　　Strictly adhering to schedules thereby ensuring prompt customer service and response time.

　　Participate actively and contribute to overall team objectives by:

　　Learning and embracing new procedures, technologies, and processes

　　Contributing to effective team morale and employee relations through positive interaction with team members and participating in the Applause program; and

　　Taking ownership of his/her development plan, working with the Manager in the identification of skills, behaviours and competencies required to achieve goals.

　　Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

　　Fluency in both English and French language skills (reading, writing, and spoken)

　　Prior customer service experience

　　The ability to confidently take on high workload and call volume, while prioritizing 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 center 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.

　　Start date: March 18th.

　　Shifts currently being offered: Sunday to Thursday 3pm to 11pm, Thursday to Monday 3pm to 11pm, Sunday to Thursday 4:0pm to 12:00am, Friday to Tuesday 12pm to 8pm

　　Location(s): Canada : Ontario : Toronto

　　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, pleaseclick here (https://www.scotiabank.com/careers/en/careers/technical-support-for-applicants.html) . 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.