Requisition ID:
237990
Join a purpose driven winning team, committed to results, in an inclusive and high-performing environment.
Scotia Fraud Claim - GBS DR
Monday to friday 8:00am - 5:00pm | Saturdays 4 hours upon request
L 5.1
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.
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
- Capability to build customer loyalty through listening, relationship building, and professional and persuasive communication
- Ability to work in a fast-paced environment
- Proven interpersonal, communication and problem resolution skills
- Good analytical, verbal, and written communication skills
- Fluency in English language skills (reading, writing, and spoken)
Location(s): Dominican Republic : Santo Domingo : Santo Domingo East