Requisition ID: 228791

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

 

Purpose
Contributes to the overall success of the Fraud Claims & Support Services team in Canada for the resolution and processing of all card payment disputes, merchant chargebacks and some fraud claims through the full dispute cycle. 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.

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. Provide quality decisions to minimize losses and improve profitability on accounts by effectively analyzing Creditand Debit card disputes to diagnose type and cause of issues which exposes the Bank to higher risk. Effectively analyzing credit card situations and contacting customers to diagnose type and cause of issues which exposes the Bank to higher risk. Keeping abreast of changes in accounting practices, government and Amex/Visa regulations, and other factors as they relate to financial chargebacks presentation Lead the facilitation of investigation functions while strengthening operational efficiencies, improved productivity to enhanced service and reducing costs by ensuring adherence to investigation policies and strategies. Provide a high level of customer service by responding to escalation from customers, branches and other Bank departments to resolve inquiries related to Fraud/Dispute issues and/or complaints, consistently adhering to the  Bank’s customer service standards and polices. Effective leadership, problem solving and relationship building skills are essential to balance chargeback effectiveness with the service requirements and expectations of our customer base. 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.

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

 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 andpersuasive 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 Fluency in both English and French language skills (reading, writing, and spoken) (nice to have)

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 ofthe 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 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.