Title:  Senior Manager, Fraud Customer Concerns

Requisition ID: 225097

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

The Senior Manager, Fraud Customer Concerns is responsible for addressing escalated fraud incidents involving business clients.  It includes timely resolution of sensitive cases serving primarily as the point of contact for clients while working with stakeholders to provide updates on case status, recovery efforts and offering recommendations for fraud prevention to mitigate future risks. Fraud incidents can vary in amount and degree of complexity.

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

• Champions a client focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Adopts a client-focused strategy to address concerns raised by clients &/or business partners from current fraud events by acting as a primary contact and providing specialized fraud knowledge and client support. 
• Identifies key areas for enhancements and recommends improvements in product, policy, process, training, and technology to reduce fraud threats, reduce potential losses and elevate the client experience.
• Establish and maintain relationships with stakeholders and business partners to improve business-line performance. 
• 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 their 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.

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

• Undergraduate university degree in related discipline and/or minimum 5 years related work experience
• Excellent communication skills (written and verbal) to communicate effectively with clients and internal business partners. 
• Excellent problem-solving skills
• Strong relationship management and strategic influencing skills
• Ability to work effectively as a team member in cross-functional teams
• Ability to work within tight deadlines and quickly adapt to unforeseen changes in priorities and initiatives
• Proven ability to analyze complex situations to determine the essential issue(s) and arrive at the appropriate resolution.
• Thorough knowledge of the Bank’s Business Banking and Commercial products and services.
• Thorough knowledge of the related regulatory requirements including AML, KYC, Privacy legislation and all other issues pertaining to the regulatory compliance. 

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
• An organization committed to making a difference in our communities – for you and our customers.
• Opportunity to work with a very enthusiastic team that helps our clients by ensuring the Bank is able to continue to operate to deliver key business services.
• Perfect for problem solvers who love to scenario plan and work with a wide-ranging number of business partners and geographies.

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.