Senior Detection Analyst ‎

Scotiabank•Santo Domingo East, NM

7d•Onsite

About The Position

The Senior 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 English (French would be considered an asset)
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.
The complexity of alerted accounts varies in nature as the fraud landscape changes – from fraud trends/tactics that are known with minimum risk and little complexity to those with higher risk, complexity and discovered to be new/emerging fraud trend/tactic
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
Authorize customer transactions up to $5000 to exempt from fraud rules
Capability to build customer loyalty through listening, relationship building, professional and persuasive communication skills
Support the Bank’s annual Fraud Plan ($102MM F’21), and business objectives for the department
Achieve/exceed daily/weekly individual and team KPIs

Nice To Haves

French language skills

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.
Escalating new/emerging fraud trends to management so that new fraud detection rules can be implemented to counteract this activity.
Reviewing frauds caught and missed on a daily basis to ensure continuous improvement in fraud detection effectiveness.
Maintaining exceptional knowledge and understanding of all procedures, products and services related to role.
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.
Achieve and maintain required service level standards by operating at optimal efficiency of the department by ensuring productivity goals are attained.
Responding to incoming telephone calls and written inquiries from customers.
Communicating with branches and other Bank departments to resolve inquiries relative to fraud issues and/or complaints.
Strictly adhering to schedules thereby ensuring prompt customer service and response time.
Follow customer problem resolution process to take ownership of customer concern and resolving customer issues at first point of contact.
Accurately completing fraud reports with all required information to facilitate the expeditious adjudication of fraud file.
Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
Minimize Fraud risk and losses by adhering to Scotiabank’s policy, procedures and key controls.
Prioritize and process customer requests (i.e. inquiries, transactions, case work) in a timely and efficient manner.