Bilingual Senior Detection Analyst (part-Time)

Scotiabank•Toronto, ON

4d•Onsite

About The Position

The Senior Fraud Detection Analyst is responsible for preventing and minimizing losses to the Bank resulting from fraudulent activity on Payment cards and deposit accounts. This is achieved by working alerts generated by fraud monitoring systems and/or batch reports, analyzing activity/trends, reviewing previous activity and contacting customers, Branches and other FI’s to determine if the account has been compromised and if proactive measures are necessary to block the account from further use.

Requirements

Strong communication skills in both English and French
Flexibility required with business hours
Utilization of active listening skills and appropriate acknowledgment statements
Capability to build customer loyalty through listening, relationship building, and professional and persuasive communication skills
Ability to work in a fast-paced, changing environment
Ability to navigate between multiple Windows-based application system
Critical thinking and sound decisions are required to maintain an acceptable balance between fraud control and customer service
Maintain exceptional knowledge and understanding of all procedures, products and services related to role.
Strong attention to detail with the ability to recognize risk and take appropriate steps to minimize the impact on both the customer and the Bank
Capability to build customer loyalty through listening, relationship building, professional and persuasive communication skills
Achieve/exceed daily/weekly individual and team KPIs
Ability to navigate between multiple Windows-based application systems
Good analytical, verbal, and written communication skills
Customer service experience; demonstrated commitment to providing quality customer service
Ability to confidently take on high workload and alert volume, while prioritizing and multitasking
Working knowledge of basic PC applications (e.g. Microsoft Word, Microsoft Excel, Lotus Notes, etc.)
Fluency in both English and French language skills (reading, writing, and spoken) is an asset
Previous Retail Banking and / or Advice/Call Centre experience is an asset
Post-secondary education in business or other related disciplines is in an asset

Nice To Haves

Fluency in both English and French language skills (reading, writing, and spoken) is an asset
Previous Retail Banking and / or Advice/Call Centre experience is an asset
Post-secondary education in business or other related disciplines is in an asset

Responsibilities

Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
Detect and prevent fraudulent activity with respect to the Bank’s credit cards, debit cards, ScotiaOnline, Email Money Transfers, Western Union, and deposit fraud by: Analyzing alerts generated by various fraud detection tools and assessing the probability that fraud is occurring.
Making a decision, based on the analysis completed, to block the account, reduce the limit on the card, place a hold on the account or contact the cardholder and/or branch to discuss the activity.
Engaging with the branches and other FI’s in determining the legitimacy of suspicious activity.
Working closely and effectively with the rest of the Fraud Detection Team in sharing information and trends to ensure large scale fraud trends are identified and actioned quickly.
In the event of a large-scale fraud attack, working effectively with the team to identify the potential points of compromise as quickly as possible and getting other Scotiabank cards at risk identified and action taken before fraudulent activity occurs.
Monitor Service Level Agreements and Alert queues for timely actioning of alerts as per the queue priority matrix.
Identify patterns and trends, then engage with appropriate business line partner to escalate if necessary.