Title:  Senior Analyst Application Fraud and Detection

Requisition ID: 219687

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

Purpose

The Senior Fraud Detection Analyst is responsible for preventing and minimizing losses to the Bank resulting from fraudulent activity on Payment cards and deposit accounts. This is achieved by working alerts generated by fraud monitoring systems and/or batch reports, analyzing activity/trends, reviewing previous activity and contacting customers, Branches and other FI’s to determine if the account has been compromised and if proactive measures are necessary to block the account from further use.

Key Accountabilities

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
•  Detect and prevent fraudulent activity with respect to the Bank’s credit cards, debit cards, ScotiaOnline,and deposit fraud by:
  •  Analyzing alerts generated by various fraud detection tools and assessing the probability that fraud is occurring.
  • Making a decision, based on the analysis completed, to block the account, reduce the limit on the card, place a hold on the account or contact the cardholder and/or branch to discuss the activity.
  • Engaging with the branches/customers and other FI’s in determining the legitimacy of suspicious activity
  • Working closely and effectively with the rest of the Application Fraud & Detection Team in sharing information and trends to ensure large scale fraud trends are identified and actioned  quickly.
  • In the event of a large scale fraud attack, working effectively with the team to identify the potential points of compromise as quickly as possible and getting other Scotiabank cards at risk identified and action taken before fraudulent activity occurs
  • Escalating new/emerging fraud trends to management so that new fraud detection rules can be implemented to counteract this activity. 
  • Reviewing frauds caught and missed on a daily basis to ensure continuous improvement in fraud detection effectiveness.
  • Maintaining exceptional knowledge and understanding of all procedures, products and services related to role
  • Monitor Service Level Agreements and Alert queues for timely actioning of alerts as per the queue priority matrix.
  • identify patterns and trends, then engage with appropriate business line partner to escalate if necessary
•  Achieve and maintain required service level standards by:
  •  Operating at optimal efficiency of the department by ensuring productivity goals are attained
  • Responding to incoming telephone and written inquiries from customers,
  • Communicating with branches and other Bank departments to resolve inquiries relative to fraud issues and/or complaints
  • Strictly adhering to schedules thereby ensuring prompt customer service and response time
  • Follow customer problem resolution process to take ownership of customer concern and resolving customer issues at first point of contact.
  • Accurately completing fraud reports with all required information to facilitate the expeditious adjudication of fraud file
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions
• Minimize Fraud risk and losses by adhering to Scotiabank’s policy, procedures and key controls;
• Prioritize and process customer requests (i.e. inquiries, transactions, case work) in a timely and efficient manner

Key Competencies/Dimensions

• Strong communication skills in English (French would be considered an asset)
• Flexibility required with business hours
• Utilization of active listening skills and appropriate acknowledgment statements
• Capability to build customer loyalty through listening, relationship building, and professional and persuasive communication skills
• Ability to work in a fast-paced, changing environment
• Ability to navigate between multiple Windows-based application system
• Critical thinking and sound decisions are required to maintain an acceptable balance between fraud control and customer service
• Maintain exceptional knowledge and understanding of all procedures, products and services related to role.
• The complexity of alerted accounts varies in nature as the fraud landscape changes – from fraud trends/tactics that are known with minimum risk and little complexity to those with higher risk, complexity and discovered to be new/emerging fraud trend/tactic
• Strong attention to detail with the ability to recognize risk and take appropriate steps to minimize the impact on both the customer and the Bank
• Authorize customer transactions up to $5000 to exempt from fraud rules
• Capability to build customer loyalty through listening, relationship building, professional and persuasive communication skills
• Support the Bank’s annual Fraud Plan ($102MM F’21), and business objectives for the department
• Achieve/exceed daily/weekly individual and team KPIs

Education / Experience / Other Information 

• Customer service experience; demonstrated commitment to providing quality customer service
• Ability to confidently take on high workload and alert volume, while prioritizing and multitasking
• Capability to build customer loyalty through listening, relationship building, and professional and persuasive communication skills
• Ability to work in a fast-paced environment
• Proven interpersonal, communication and problem resolution skills
• Ability to navigate between multiple Windows-based application systems
• Good analytical, verbal, and written communication skills
• Sound understanding of the Bank’s Visa and ScotiaCard products and services including but not limited to retail and commercial credit cards, ScoitaCards, ScotiaOnline, TeleScotia, Email Money Transfer, WesternUnion and Visa Debit.
• Working knowledge of the application systems that support debit/credit card and alternate deliverychannel products including CIS, MV, KS, AS400, TSYS, ScotiaGlobe, Image, etc.
• Thorough knowledge of the Bank’s fraud mitigation tools including PRM, VRM, DFM, Web Extraction,Crystal Reports, Interac On-line, Mike Network, etc.
• Working knowledge of basic PC applications (e.g. Microsoft Word, Microsoft Excel, Lotus Notes, etc.)
• Fluency in both English and French language skills (reading, writing, and spoken) is an asset
• Previous Retail Banking and / or Advice/Call Centre experience is an asset
• Post-secondary education in business or other related disciplines is in an asset

Working Conditions

• This unit runs on a 24-hour operation.
• The location for this position is 888 Birchmount Road, Scarborough, ON.
• Bilingualism in French is considered an asset.
• Work in a standard office-based environment; non-standard hours are a common occurrence.
• Work is subject to frequent interruptions contributing to a lack of control over the pace of work. Cardholder issues tend to be very sensitive and emotional therefore stressful in nature.
• The position requires the use of a headset.
• The incumbent’s desk is located close to co-workers and is subject to constant noise.
• He/she is expected to work occasional overtime due to peak season, periods of increased volume, fraud trends and/or absences. Working outside of standard hours and Statutory/General holidays is required to ensure the department has adequate coverage on a 24/7 hour basis

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.