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Disputes Officer (1 year contract)

Date: Jan 10, 2019

Location: Toronto, ON, CA

Company: Scotiabank



Requisition ID: 49099


Join the Global Community of Scotiabankers to help customers become better off.

Job Purpose

The Disputes Officer provides quality service to retail credit card customers by providing efficient, accurate and timely resolution to inquiries.


Key Accountabilities

  • Provide quality service for credit card customers, ensuring all outgoing chargebacks are accurate and efficiently processed to limit financial losses to the Bank
  • Conduct efficient and timely resolution of represented credit card chargebacks by:
    • Ensuring reasons for return are valid and in accordance with Credit Card Regulations
    • Ensuring time frames will not be compromised
    • Ensuring research and investigation is documented in case commentary 
  • Ensure customers utilizing online services who require additional attention are contacted in a timely manner for correction/resubmission
  • Adhere to the Bank's Guidelines for Business Conduct and Privacy Code at all times, demonstrating a full understanding of the legal implications of dealing with customer request and maintaining the confidentiality of customer information 
  • Maintain in-depth knowledge of the Credit Card Operating Regulations by utilizing all available resources


Functional Competencies

  • Excellent customer service skills with 2+ years of experience
  • Strong problem solving and analytical skills
  • Knowledge of Visa Operating Regulations - Dispute Rules is an asset.
  • Be service oriented and possess excellent communication skills and a strong allegiance to service excellence.
  • Ability to be professional, positive, approachable, self-motivated, flexible and results oriented, when communicating with customers, branches, merchants, and other financial institutions
  • Must be thorough, resourceful and detailed to ensure that all cases are completed accurately and all action taken is accurate and appropriate, thus preventing losses to the Bank
  • Must be able to work independently with little direction
  • Strong computer skills with the ability to quickly learn various systems; exprience using Image, CIS, TCS, KS, TSYS and/or VROL is considered an asset
  • Must have the ability to work in a calm, positive manner at times in a stressful environment, being sensitive and understanding to the needs and diversity of others
  • Must be organized and be an effective decision maker to meet the demands of a high volume environment


Other Information
Full-time, 1 Year Contract
Location: Don Mills & Eglinton, North York, ON
Working Hours: Monday to Friday 1:00pm - 9:00pm

Location(s):  Canada : Ontario : Toronto

As Canada’s International Bank, we are a leader when it comes to inclusion. We are a diverse and global team, speaking more than 100 languages with backgrounds from more than 120 countries. 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 selected for an interview will be contacted directly.  If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible.

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