Bilingual Fraud Technical Support Analyst II

Scotiabank • Toronto, ON

1d • Hybrid

About The Position

Global Transaction Banking (GTB) is the payments and transaction engine of Scotiabank. We support Small Business, Commercial and Corporate clients with effective treasury management solutions coupled with a best-in-class service model, making it easy for clients to do business with us. As businesses build their digital capabilities and transform their operating models, their payment needs are evolving too. Boasting a unique global footprint, GTB’s comprehensive suite of innovative banking solutions help our business clients generate operational efficiencies, streamline and simplify payments, improve working capital performance, and mitigate financial risk. At Scotiabank, we embrace your strengths, ideas, and ambitions. GTB is a fast-growing team with a focus on the Americas, particularly Canada, the U.S., Mexico, and we are seeking top tier talent to complement our organization. Join a purpose-driven winning team, committed to results, in an inclusive and high-performing culture. Provide Fraud Technical support to Business Banking, Private Banking, Commercial and Corporate clients for GTB Cash Management products via Inbound call channel. Contribute to the overall success of the Client Services & Solutions Help Desk by ensuring specific individual goals, plans and initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensure all activities conducted follow governing regulations, internal policies and procedures.

Requirements

• Strong written and verbal communication skills.
• Ability to build strong relationships with peers and internal partners and work well under pressure.
• Strong technical/troubleshooting skills, with proven expertise with GTB Cash Management Products, such as ScotiaConnect Online, Digital/OTP Token, EFT, Wire Payments, ACH, IMT, Bulk EMT and interac E-Transfer - Mandatory.
• Bilingual – French – Mandatory.
• Sound knowledge of internal systems, such as Edge, GWA/SCO ADMIN, CAMS UMS, OAS, Intralink – Mandatory.
• Lateshift and Holiday Coverage (rotation basis) – Mandatory.

Nice To Haves

• Computer Science Degree or Computer Networking Diploma – preferred but not mandatory.

Responsibilities

• Provide Fraud Technical Support assistance to Business Banking, Private Banking and Commercial clients via Inbound Call channel and promptly escalate to applicable stakeholders for funds recovery efforts and risk mitigation.
• Analyze fraud incident cases(s) by reviewing set up forms, existing GWA set up /logs, Edge history, and/or reviewing Edge history for related previous incident/alerts.
• Assisting the Department in identifying potential fraud trends to reduce losses and costs to the customer and/or Bank.
• Deliver a positive customer experience by consistently applying service standards best practices during all customer interactions.
• Ensure all client interactions are properly logged and updated as per department standards.
• Conducting timely follow-up on fraud alerts and fraud recovery remediation steps.
• Escalate to Management for guidance and direction on complex cases to effect pertinent resolutions in a timely manner.
• Liaise with Product Managers, GTB Sales Representatives, Branch personnel, Systems Development, Fraud Deterrence, Fraud Threat Management, Cyber Security, Operations Processing and/or service bureaux to effect resolution of problems that are within the jurisdiction of these areas.
• Champion a high-performance environment and contribute to an inclusive work environment.

Benefits

• A rewarding career path with diverse opportunities for professional development
• A culture that promotes teamwork and cross-functional collaboration to achieve business goals. Inclusive workplace that values diversity of thought, background, and experience
• A competitive compensation and benefits package
• Opportunity to work with a very enthusiastic team that helps our clients by ensuring the Bank is able to continue to operate to deliver key business services.
• Hybrid working environment allowing for work/life balance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree