Requisition ID: 245752

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

As a Senior Consultant - Inbound Fraud you will be a subject matter expert on product, process and policy and will be accountable for providing support to Advisors, Inbound Fraud. You will also take escalated customer calls and/or will provide additional coverage on the telephones when required. As a Senioir Consultant you will be responsible for contributing to the growth of a profitable retail business by identifying and discussing the appropriate match between customer needs and available products and services. You will also responsible for contributing to the education and ongoing development of Retail
Banking Officers/Advisors, from a behavioral and functional perspective.

Is this role right for you?

Consistently delivers a professional, courteous and positive experience by discovering needs, providing knowledgeable, accurate information and solutions and following through on commitments:

• Provides ad-hoc management support for error reduction to improve client experience.
• Delivers a top-tier customer experience by understanding customer needs, resolving issues, and applying in-depth knowledge of fraud practices, policies, and procedures when interacting with business partners, customers, or team members. Acts as the first point of contact for escalations from customers and/or business partners to effectively resolve.
• Through vigilant monitoring and management of Support Channels, provides timely support and expertise to Senior Advisors/Advisors with complex problem resolution, ensuring accurate and efficient resolution in alignment with departmental standards and protocols.
• Recognizes and escalates any anomalies or fraudulent patterns observed during customer interactions or payment verification to the Manager, Senior Manager or Director of Inbound Fraud.
• Acquires and maintains a detailed knowledge and understanding of retail and business product lines, the various digital channels customers may choose to bank, as well as the policies and procedures necessary to respond appropriately to customer inquiries.
• Develops and maintains an awareness of competitors’ products, services and marketing initiatives.
• Recognizes and satisfies customer needs by providing advice and solutions, including education and digital conversations.
• Develops effective questioning skills conducive to gathering customer information accurately and comprehensively while building courteous, trustful and responsive banking relationships. This includes asking probing questions, listening, explaining benefits, and handling objections during conversations with customers.
• Provides expert advice in Bank Card products in addition to understanding all banking products and can communicate the many benefits and features of our Day-to-Day banking, Protection, Credit and Investment products and the services provided by other Scotiabank departments.
• Takes full responsibility for all customer inquiries / concerns / complaints directed to him/her by resolving those matters within his / her discretion to the customer’s satisfaction or by referring the customer to the appropriate source as set out in the Bank’s Complaint Resolution Standards and Procedures

Exemplifies outstanding leadership and coaching to enhance the performance of Senior Advisors/Advisors:

• Escalates performance and/or conduct concerns to respective Manager and leadership for support when needed.
• Upholds Scotiabank's policies and controls to mitigate fraud risks and losses.
• Recognizes and escalates any anomalies or fraudulent patterns observed during customer interactions or payment verification to the Manager, Senior Manager or Director of Inbound Fraud

Provides excellent service levels within the parameters of the Global Client Experience Centre environment by effectively managing the workload, staying available and ready to receive requests:

• Effectively questions skills conducive to gathering customer information accurately and comprehensively to ensure efficient call handling and call resolution. This includes asking probing questions and listening.
• Accurately and effectively documents and controls all required follow-up or escalation.
• Maintains the necessary pending files (case queues) for the areas of responsibility including the regular review and count of items outstanding.
• Acts as a liaison coordinating with various areas (i.e. branch, third party service providers, etc.) as required to fully satisfy customer issues within our service level agreements (SLAs).
• Rearranges and prioritizes workload to adhere to prescribed telephone coverage and set off phone timeframes to ensure that service standards are always met.
• Identifies and develops customer retention/business opportunities on inbound/outbound calls.
• Creates a digital culture by promoting Digital Channels including Scotia Online, Mobile and Mobile Wallet and Apple Pay etc.

Maintains strict adherence to the Bank’s Code of Conduct and security procedures by:

• Contributing to optimal efficiency of the Client Experience Centre by ensuring productivity goals are attained.
• Minimizing risk and losses by knowing and adhering to Scotiabank’s policy, procedures and key
  controls.
• Adhering to all company/department policies, procedures and audit requirements.
• Processing customer requests (inquiries, transactions, case work) within our Service Level Agreements (SLAs).
• Rearranging and prioritizing workload to adhere to prescribed telephone coverage and set off phone timeframes to ensure that service standards are always met.
• Learning and embracing new procedures, technologies, and processes.
• Demonstrating leadership with RBOs and customers, setting high standards for customer service and professionalism.
• Participating in and supporting change initiatives for the Team, the Client Experience Centre and the National Team.
• Contributing to effective team morale and employee relations through positive interaction with team members and participating in the Applause program.
• Ensuring me@scotiabank profile is up to date with current Development Plan, working with the manager in the identification of skills, behaviours, and competencies required to achieve goals.
• Accurately recording and reporting the nature of customer calls to inform training requirements and gaps

Do you have the skills to enable you to succeed in this role? - We'd love to work with you if you have:

• Customer service experience; demonstrated commitment to providing quality customer service
• A great deal of tact, diplomacy and empathy are required in dealing with and defusing situations, as customers are often upset with the possibility fraud has occurred on their account, or that legitimate transaction(s) has been unnecessarily declined due to action taken
• Ability to confidently take on high workload, while prioritizing and multitasking
• 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 environment
• Proven interpersonal, communication and problem resolution skills
• Ability to navigate between multiple Windows-based application systems
• Good analytical, verbal, and written communication skills
• Fluency in both English and French language skills (reading, writing, and spoken) is an asset
• 1-3 years of experience in Retail Banking/Advice/Call Centre experience is an asset
• Post-secondary education in business or other related disciplines is in an asset

Location(s): Canada : Ontario : Toronto || Canada : Ontario : Ottawa

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.