Assistant Manager - Fraud Technical Support

Requisition ID: 251944
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

The Role:

Support the Fraud - Client Services & Solutions Technical Support Team, within Global Transaction Banking in Canada, and ensure business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies, and procedures.

Prioritize all fraud escalations and requests for information are actioned with accuracy and a sense of urgency, escalate requests to your supervisor for resolution as necessary, based on workload.

Is this role right for you? In this role you will:

• Demonstrate solid knowledge of the GTB Cash Management products supported by the CS&S Help Desk staff and respond effectively to escalated fraud calls received from Corporate, Commercial and Business Banking customers.
• 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.
• Assist the Department in identifying potential fraud trends to reduce losses and costs to the customer and/or Bank.
• Ensure concerns and/or notifications of unusual/fraudulent incidents are referred to applicable stakeholders to action as needed to minimize financial/reputational risks.
• Identify and recommend product design or internal processes enhancements to the CS&S Help Desk's support systems which will allow efficiency and service improvements to be realized.
• Conduct Call Quality Review periodically and escalate/communicate coaching opportunities as needed.
• Lateshift rotation (12 pm – 8 pm) and holiday coverage required.
• Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

• Advanced technical expertise of the products supported by CS&S – Global Transaction Banking, - Edge ticketing system, GWA, Intralink, Sales Builder and Sales Force - Mandatory
• Demonstrate advanced written & oral communication, is client focused and builds strong and sustainable rapport with the team and all business partners.
• Strong leadership, motivational and organizational skills and is expected to coach team members as an ongoing activity, thereby ensuring continued improvement of customer service and product knowledge skills.
• Possesses strong knowledge of departmental quality standards ensuring continued focus on areas for improvement and streamlining of operations.
• Experience with CS&S Fraud escalation management process – Mandatory.
• Thorough knowledge of the Bank's delivery channels, products, benefits and services.
• Ability to learn new information quickly, understands clients' environments and possesses tact and diplomacy to effectively deal with operational challenges and act as the escalation point for unsatisfied internal and external clientele.
• Value diversity by demonstrating an appreciation of a diverse workforce and appreciating differences in style or perspective; uses differences to add value to decisions, actions, and organizational success.

What's in it for you?

• 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 can continue to operate to deliver key business services.
• Hybrid working environment allowing for work/life balance

Location(s): Canada : Ontario : Scarborough
Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.
At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.