Manager, Fraud Claims & Support Services

Scotiabank • Santo Domingo East, NM

1d • Onsite

About The Position

Leads the Fraud Claims & Support Services function in Canada, overseeing the end-to-end processing and resolution of card payment disputes, merchant chargebacks, and fraud claims. Ensures compliance with regulatory requirements, internal policies, and risk frameworks while driving operational efficiency, productivity, and high-quality customer service. Oversees ~200,000 fraud claims and disputes annually and ~$52MM in recoveries. Manages arbitration/pre-arbitration cases and ensures compliance with card network and regulatory standards. Leads Team Leads and indirectly supports analysts and fraud consultants.

Requirements

• 2–3 years of experience in fraud claims or card payment disputes.
• Strong leadership, communication, analytical, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.

Nice To Haves

• Post-secondary education (preferred).
• Bilingual French/English is an asset.

Responsibilities

• Foster a customer-focused culture and strengthen client relationships.
• Manage team performance through coaching, feedback, and development.
• Monitor workflows and service levels, ensuring timely resolution of cases.
• Oversee adherence to processes to minimize financial losses and maintain compliance (regulatory, AML/ATF, operational risk).
• Drive continuous improvement initiatives to enhance efficiency and reduce costs.
• Handle escalations, complex cases, and high-value write-off decisions (up to $25,000).
• Collaborate with internal teams, business lines, and stakeholders.
• Build and maintain a high-performing, inclusive team environment.

What This Job Offers

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