- Title: Inbound Fraud Advisor - Bilingual
- Employer: Scotiabank
- Display Date: 2019-07-04
- Location: North York, ON
- Salary: Not available
- Preferred application method: temps plein
Requisition ID: 63550
Join the Global Community of Scotiabankers to help customers become better off.
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 Advisor, 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 problem-solving abilities by answering incoming calls and written inquiries from customers, branches, and other Bank departments to resolve fraud-related 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
You have the skills to succeed if:
You are fluent in both French and English
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 fast-paced 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
You are tech savvy and can navigate between multiple Windows-based application systems
You have completed post-secondary education (degree or diploma)
Hours of Operation: We are seeking flexibility from candidates as work schedules can be anytime within our hours of operation (Monday to Friday 7:30AM - 11:00PM; Saturday 10:00AM - 8:00PM; Sunday 10:00AM - 6:00PM).
Shift: Permanent, ongoing work schedules will be finalized with new employees during the training period. We are committed to providing our employees with a balanced working environment, and your work schedule will be fixed, once assigned; not subject to rotation.
Location: 90 Wynford Drive (Don Mills & Eglinton in North York)
Training: There will be mandatory full-time training for the first 5 weeks of the position (Monday to Friday 8:00am - 4:00pm).
Take the first step in joining our Fraud Team in North York, Ontario. Say Hello and Apply today!
To view the original job posting and apply for this position, please follow the link below:
Expiration Date: 2019-07-16