Title:  Team Lead, Fraud Claims & Support Services

Requisition ID: 247745

Join a purpose driven winning team, committed to results, in an inclusive and high-performing environment.

Horario:

Lun-Vie: 8:00am - 5:00pm/Sab. 4 horas a requerimiento.

Purpose

The Fraud Consultant predominant responsibilities are to provide support to the Team Leads (TL), as well as being the primary escalation point and the go to person for the Claim Analyst (CA) and/or Sr. Claims Analyst (Sr.CA), when TL is not available. The incumbent is to be actively involved in the everyday business initiatives and processes, which will include managing the daily operation and ensuring cardholder disputes for all card products are effectively resolved in a timely and efficient manner.  This includes delegation of assignments/workload to CA and coaching. The Fraud Consultant should also be highly autonomous, requiring minimal supervision, while demonstrating excellent time management to ensure workloads are monitored and prioritized.  

Accountabilities 

•    Assisting the TL/Manager with the day-to-day workload, assigning of fraud files 
•    Representing the department in the development of new initiatives or changes to operating procedures that impact the function of the unit.
•    Assisting with coaching and direction to the CA/Sr.CA with respect to handling fraud files when needed and direction to CA/Sr.CA to attain departmental objectives.
•    Implementing new policies and procedures using expert knowledge and understanding of the department’s current processes, procedures, and workflow.
•    Assisting team members by handling escalated customer inquiries with respected to fraud related issues.
•    Supporting and motivating Cas/Sr. CAs in a fast-paced diverse environment.
•    Ensuring efficient resources are organized to maximize efficiency and ensure satisfactory service level targets are met.
•    Identifying operational problems and employee requirements to recommend improvements or solutions to the Manager.
•    Assisting with the implementation of on-the-job training and development program.
•    Assisting the TL/Manager by reviewing and evaluating staff performance standards 
•    Obtaining collaborating evidence from a variety of sources, i.e., branch, credit bureau etc., 
•    Ensuring fraudulent activity that negatively impacts the cardholder’s credit bureau rating is removed from the credit bureau by advising CREDIT FILE INTEGRITY and NCC that the account has been accepted as fraud.
•    Developing and implementing spreadsheets for investigative aides and provide same to management/ and or investigative offices.

Education / Experience / Other Information (include only those that are specific to the role)

•    Expert knowledge of Bank’s Credit, Debit, Commercial Card products and Alternate Delivery Channels.  Excellent accounting skills. A thorough knowledge of the policies, systems and procedures that support them – RDARS, VROL, GNSweb, FASTRRACK, KS, CIS, MV, KT, TSYS, AS400 Image, Case Management, PRM (both debit and credit), and working knowledge of branch processes and procedures. 
•    They must have excellent written and verbal communication skills in order to effectively communicate with customers, other bank members and the ability to handle difficult/irate customer with diplomacy and tact.
•    Excellent accounting skills are an integral part of this position in order to provide expert guidance to team members in order to accurately balance both customer and fraud accounts.
•    Strong leadership and coaching skills to efficiently lead the team to maintain a high standard of performance.
•    Self-starter and highly organized with the ability to work independently.
•    Above Average analytical and problem-solving skills and the capacity for creative thinking.  Ability to recognize abnormalities and warning flags in consistently changing environment.

#DRGBS

Location(s):  Dominican Republic : Distrito Nacional : Santo Domingo || Dominican Republic : Santo Domingo : Santo Domingo East || Dominican Republic : Santo Domingo : Santo Domingo North || Dominican Republic : Santo Domingo : Santo Domingo West

Business Address: ZF 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.