Job Description

Requisition ID: 181264

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

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

Purpose

Contributes to the overall success of the Fraud Claims & Support Services team in Canada for the resolution and processing of all fraud claim types, card payment disputes, merchant chargebacks . 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
• Adjudicate liability for fraud/dispute on all Credit, Debit, Visa Debit, Digital and Commercial card products and alternate delivery channels
• Provide quality decisions to minimize losses and improve profitability on accounts by using solid knowledge of the fraud and disputes process for the bank to enhance the customer experience and reduces costs while increasing profitability
• Preparing or directing the preparation of charge back authorizations and exercising sound chargeback judgment based on thorough investigations and analysis.
• Provide feedback with respect to effectiveness of the department\'s procedure and workflow to ensure continuous improvement.
• Ensure the delivery of customer service fosters overall customer satisfaction consistent with Scotia Service standards by providing customers with timely resolution to transactions consistent with the Bank\'s core values.
• 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.

Dimensions

• This is a high stress level position with continuous changes due to the current fraud issues at hand and unexpected volumes of work.
• Complexity of cases received by the Claims/Disputes 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 $7500 for claims/disputes cases;
• Claims require adjudication in accordance with FCAC\'s debit code of conduct and credit card code of conduct guidelines;
• 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)

• 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
• Ability to navigate between multiple Windows-based application systems
• Good analytical, verbal, and written communication skills
• Must have acceptable attendance, behavior and performance
• Flexible for overtime when required

Nice to have:

• Fluency in both English and French language skills (reading, writing, and spoken)
• Previous Retail Banking and / or Advice/Call Centre experience
• Post-secondary education in business or other related disciplines is in an asset

Working Conditions

• Work in a standard office-based environment; non-standard hours are a common occurrence
• The role is based in a processing environment that is aligned to the operating hours, and may be subject to shift work at all hours of the day depending on the business requirements. Operating hours are 8:30am - 5pm (Mon - Fri) but are subject to change based on business needs.

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, please . 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.

Scotiabank