Job Description

Requisition ID: 193931

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

Contributes to the overall success of the Controls and Monitoring at the Contact Centres in Canada and international Canadian Banking support sites in Mexico, Colombia, and the Dominican Republic ensuring specific individual goals, plans, and 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.

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.
• Acts as a team lead and Subject Matter Expert (SME) for the Sr. Analysts and investigations and provides required coaching to ensure all departmental goals are consistently achieved.
• Responds to all Manager Challenges of any findings identified by the Sr. Analysts in the ACT Portal and in a timely manner; attends call calibration sessions as required.
• Supports the implementation, management, and administration of the Voice Authentication program according to (changing) pre-determined priorities:
• Periodic review of the program to re-confirm priorities and update the procedures as required.
• Regular monitoring of escalation, mismatch, and locked voiceprint volumes to support trending analysis and assess staffing adequacy.
• Periodic analysis and reporting on trends identified, including recommendations on voiceprint calibrations, and fine-tuning of confidence limits driving false accepts and false rejects.
• Other duties identified post-deployment as key success factors for the Voice Authentication program.
• Champion the development of meaningful reports and analytical models that heighten the understanding of key business drivers to provide decision-makers with accurate and relevant information.
• Promptly bring all system issues to the attention of the Technology team and follow through to resolution ensuring that all impacted voiceprints are handled in accordance with approved procedures.
• Triage requests for case support received from various internal partners and provide call synopsis and other supporting documentation to case investigators.
• Manage \xe2\x80\x9cSuspected Fraud\xe2\x80\x9d alerts received through the ReportMe Portal by conducting preliminary case investigation and engaging the 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.

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

Required:

• Undergraduate university degree in a related discipline and/or minimum 5 years of related work experience.
• Excellent problem-solving, investigative, and analytical skills.
• Sound judgment and keen attention to detail.
• Ability to work independently and within tight deadlines.
• Ability to work effectively as a team member on cross-functional teams.
• Ability to quickly adapt to unforeseen changes in priorities and initiatives.
• Ability to quickly grasp new concepts and master new applications/tools.
• Strong interpersonal and relationship management.
• Proficiency with Microsoft Office Suite - Word, Excel, PowerPoint, AS400, Contact Centre Platform (CCP)
• Branch and/or Contact Centre experience.
• Bilingual skills (English/French) both written and spoken is an asset.

Preferred:

• Experience reviewing calls from a compliance and/or quality assurance perspective.
• Fraud investigation experience within the financial services industry.
• Certified Fraud Examiner designation.
• Knowledge of Nuance Security Suite and Fraud Miner.

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