Title: Claims Analyst
Requisition ID: 221759
Join a purpose driven winning team, committed to results, in an inclusive and high-performing environment.
About the role
Schedule:
• Monday to Friday from 8am-5pm | Saturdays 4 hours upon request
Purpose
Contributes to the overall success of the Fraud Claims & Support Services team in Canada for the resolution and processing of all fraud claim types, card payment disputes, merchant chargebacks . Ensures specific individual goals, plans and initiatives are executed / delivered in support of the team’s business strategies and objectives, and all activities conducted are in compliance with governing regulations, internal policies and procedures.
Accountabilities
• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge
• Adjudicate liability for fraud/dispute on all Credit, Debit, Visa Debit, Digital and Commercial card products and alternate delivery channels
• Provide quality decisions to minimize losses and improve profitability on accounts by using solid knowledge of the fraud and disputes process for the bank to enhance the customer experience and reduces costs while increasing profitability
• Preparing or directing the preparation of charge back authorizations and exercising sound chargeback judgment based on thorough investigations and analysis.
• Provide feedback with respect to effectiveness of the department’s procedure and workflow to ensure continuous improvement.
• Ensure the delivery of customer service fosters overall customer satisfaction consistent with Scotia Service standards by providing customers with timely resolution to transactions consistent with the Bank’s core values.
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
Education / Experience
• Post-secondary education in business or other related disciplines is in an asset.
• Previous Retail Banking and / or Advice/Call Centre experience
• Customer service experience; demonstrated commitment to providing quality customer service
• Ability to confidently take on high workload and call volume, while prioritizing and multitasking
• Utilization of active listening skills and appropriate acknowledgment statements
• Ability to work in a fast-paced environment.
• Analytical and Strong critical thinker with good verbal and written communication skills in English
#DRGBS
Location(s): Dominican Republic : Santo Domingo : Santo Domingo East || Dominican Republic : Santo Domingo : Santo Domingo North || Dominican Republic : Santo Domingo : Santo Domingo West
Business Address: Zona Franca Las Americas
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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