Location
Toronto, ON | Canada
Job description
Requisition ID: 194795
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
Purpose
The Fraud Claims Analyst is responsible for reviewing fraud claims to ensure Bank losses are minimized by taking action to confirm that legitimate cardholder activity is not absorbed by the Bank and that chargeback remedies are pursued where applicable. During the file review, fraud patterns and emerging trends are identified and escalated in order that counter measures can be employed to prevent/mitigate further losses.
Is this role right for you? In this role you will:
Adjudicate liability for fraud on all credit/debit/visa debit and commercial card products and alternate delivery channels by:
- Analyzing the disputed transactions to determine if transactions are true fraud versus friendly/customer fraud
- Soliciting information from a variety of sources (branches/Security & Investigation, Chip PRM Analysis tool, customer's previous history)
- Assessing known fraud patterns and scams
Recover funds through chargeback process, Letters of Indemnity, customer fraud by:
- Examining all AMEX transaction to CM Present to determine chargeback rights
- Inputting all Visa disputed transactions in PEGA Smart Dispute to determine chargeback recourse
- Contacting other FI's to determine available funds and issue Letters of Indemnity
- Determining liability and debiting applicable branch(s) for not following procedure
Provide a high level of customer service by:
- Responding to inquiries from business lines to resolve escalations related to fraud issues and/or complaints, consistently adhering to the Bank's customer service standards and polices. Our customers are often upset and concerned about the possibility fraud has occurred on their account; a great deal of tact, diplomacy and empathy are required in dealing with and defusing these situations.
Provide quality control on all fraud related documentation provided by Fraud Inbound/Detection, Branch staff to ensure accuracy by:
- Examining all accounts to ensure they are accurately statused on all applicable systems and electronic warning bulletin (exception file)
- Ensuring all fraudulent transactions are correctly marked on PRM system
- Ensuring replacement cards have been issued in accordance with procedures for all statused fraud accounts.
- Reporting any inconsistencies/inaccuracies to Management for resolution
Contribute to the ongoing success and continuous improvement of Fraud department by:
- Collaborating with team members and management as required with respect to current/emerging fraud trends.
- Providing feedback with respect to effectiveness of the department's procedure and workflow to ensure continuous improvement.
- Making a positive contribution to our ability to achieve and maintain a highly motivated and effective Fraud Claim Team.
- Monitor trends such as account takeovers, scams and develop spreadsheets to assist the investigative offices and to determine liability. Escalate any known trend or scams to management to determine whether a new fraud detection rule is needed.
Reconciliation duties include:
Provide accounting support by:
- Preparing and processing G/L entries for write-offs/restitution/250A/IBT/incoming cheques
- Processing monetary adjustments for all Fastrack rejects
- Balancing general ledger daily
- Monitor and action the BCSSupport email box daily
Preparing month-end reporting spreadsheets for management:
- Operational Risk Loss Data > Debit & Credit over $10,000 report
- Restitution > Recoveries for Debit & Credit
- Month end Summary > Debit & Credit
Recover funds through chargeback process, Letters of Indemnity by:
- Process PEGA Smart Dispute frau claims
- Contacting other FI's to determine available funds and issue Letters of Indemnity
Additional:
- Cheque exception: making accurate PAY/NO PAY decision
- Assisting the Claims Team with photo request – request from Photo email box
Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:
- Sound knowledge of the Bank's Credit, Amex, Debit, Visa Debit, Commercial Card products and Alternate Delivery Channels.
- A thorough knowledge of the policies, systems and procedures that support them – RDARS, VROL, GNSweb, FASTRACK, KS, CIS, MV, KT, TSYS, AS400 Image, Case Management, PRM, PEGA Smart Dispute, Intra-Link (Sales Builder), EFMS, Symcor and working knowledge of branch processes and procedures.
- They must have excellent written and verbal communication skills to effectively communicate with customers and Branch network.
Note: Hybrid Work Environment - Mandatory in office weekly on Wednesday at 888 Birchmount Rd.
Location(s): Canada : Ontario : Toronto
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.
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