Title:  Senior Analyst, Fraud Quality Assurance

Requisition ID: 254541  



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Purpose

Contributes to the overall success of the Department ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives.  Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.

Reporting to the Manager, Fraud Quality Assurance, this role  is responsible for executing fraud case quality monitoring as assigned, support the Manager in implementation of QA standards across a wide range of case types, and providing on the job training for QA Analysts.

Accountabilities 

•    Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

•    Contributes to achieving optimal fraud outcomes by ensuring all policies, procedures, authority limits are followed and that Advisors are providing a positive customer experience.

•    Supports Manager, Fraud Quality Assurance in ensuring case quality assurance standards are maintained up to date in keeping with established and evolving standards, regulatory requirements, processes and procedures for a wide range of fraud case types.

•    Performs fraud case quality evaluations in a timely and consistent basis utilizing Advisor scorecards.

•    Writes coaching memos related to Advisors’ adherence to QA standards when appropriate that are clear, concise and factual.

•    Identifies and supports leadership in clarification and implementation of the QA standards and through sharing of best practices.

•    Prepares reports or other forms of documentation that communicate Advisor, team and site trends in relation to QA standards.

•    Supports business partners through leading call calibrations, actively participating in huddles, coaching leadership teams, contributing to coaching sessions, touch bases and meetings.

•    Ensures all tracking/documentation are completed in a timely manner.

•    Participates and supports compliance and audit reviews, and other assignments as necessary.

•    Maintains confidentiality of both our customer’s information and that of our Advisors.

•    Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

•    Actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk. 

•    Champions a high performance environment and contributes to an inclusive work environment. 

Reporting Relationships 

Primary Manager: Manager, Fraud Quality Assurance
Direct Reports:   N/A
Shared Reports  N/A
         

Dimensions

•    Support of Canadian Fraud Management including client facing and non-client facing teams across multiple campuses
•    Support other key business partners 
•    Ability to use and navigate different systems (examples but not limited to: Verint, Avaya, Nuance, Genesis, PRM, AS400, TSYS, FIQM, Pega SD and others)

Education / Experience / Other Information

•    Post-secondary education with minimum 3 year of experience in the financial services industry or in Fraud. Experience in Fraud Management is preferred.
•    Strong attention to detail
•    Knowledge of the Bank’s fraud policies and procedures or other FI’s fraud policies and procedures. 
•    Knowledge of the banking products and services;  fraud management processes and procedures (preferred)
•    Effective communication skills (written and verbal)
•    Able to collaborate with team members situated on-site and remotely
•    Ability to prioritize tasks/understand urgency
•    Ability to maintain confidentiality 
•    Experience with navigating fraud monitoring, telephony, or case management systems.
•    Fluency in English is required; bilingual English/French is a strong asset

Location(s):  Colombia : Bogota : Bogota 

Scotia GBS is a Scotiabank Group company located in Bogota, Colombia created to support different processes of the Bank and the development and execution of its global services strategy in 15 countries in the Americas. It is composed of 7 service units. We offer an inclusive, positive work environment, and competitive benefits.

At ScotiaGBS, 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. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at ScotiaGBS; however, only those candidates who are selected for an interview will be contacted.