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Senior Manager, Fraud Claims and Support Services

Scotiabank

This is a Full-time position in Victoria, BC posted July 6, 2021.

Requisition ID: 109181 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Do you want a career where you will make a difference?

You will impact our customers’ experience and journey, create strong partnerships, and drive towards simpler processes.

You will have more impact than you ever thought.

Together, you will get to know them, you will provide insight to enable results, and you will make it easier for them to bank with us.

As someone who thrives on making a difference, this is your opportunity to discover your role in the customer experience and be apart of a winning team.

Are you ready to take the next step in your career development?

What will you learn and bring to the team?

You are passionate about the customer experience and are looking to make a difference through the work that you do.

You are curious and seek out new ideas on how we can enhance the customer journey.

You are a team play and elevate those around you.

You support the Bank’s culture of building diversity and inclusion.

Purpose Leads and oversees teams in Fraud Claims & Support within BCS and Tangerine ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies and procedures.

Major Accountabilities 1) Develop and implement measures to ensure customer service is consistent with the Bank Customer Focus strategy:
• Ensuring full responsibility for all customer inquiries/concerns/complaints directed to them by resolving those matters within their discretion to the customer’s satisfaction.

• Implement measures to deliver Customer Contact Centre performance standards.

• Monitoring service level agreements and taking appropriate action when agreements are not met.

• Monitoring and reviewing all queues, workbaskets , ensuring customer needs are met.

• Reviewing recorded customer concerns and resolving escalated concerns and issues.

• Providing recommendations and implementing strategies to ensure customer service goals are met.

2) Leadership Management
– Effectively manage and develop staff within the unit by:
• Ensuring that expectations, accountabilities, objectives, goals are effectively communicated and monitored for all direct reports and that they have a process in place for their respective areas.

• Establishing and following a planned approach to develop staff through constructive support, coaching and counsel while identifying format training needs in all direct report units and certifying the same is followed in their respective areas.

• Builds a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviours; communicating vision/values/business strategy; and, managing succession and development planning for the team.

3) Lead and develop the Investigation Teams by:
• Providing strong leadership and coaching to motivate investigation and arbitration staff to attain department goals.

• Optimizing the resolution of customer disputes via the chargeback/representation process, collections etc.

with strict adherence to the Multiple Card Payment Schemes, MasterCard/Visa/AMEX.

• Planning and leading daily huddles, biweekly coaching sessions and monthly skill building sessions.

• Provide conductive and direct support to all areas to the bank for Card transactions and disputes.

• Developing and obtaining agreement on individualized development plans for all direct reports.

• Managing workloads, including the assignment of cases and calls.

• Recruiting, hiring and promoting team members in accordance with standard Bank policies.

• Develop measures to ensure customer service is consistent with Customer Contact Centres performance standards.

4) Lead and manage the effective operation of the Fraud Claims & Support Unit by:
• Daily monitoring and reviewing of chargeback case integrity; ensuring Bank policy and procedures have been met.

• Conducting thorough investigation and analysis, for the principles of sound judgement in the approval of chargeback and arbitration decisions.

• Providing resolution and responding to complex problems via telephone/correspondence to customers, branches, Office of the President, Team Voice, etc.

• Escalating issues/obstacles/trends to the Director as appropriate with recommendations and solutions.

• Participating and providing recommendations with system development and resolving system issues.

5) Manage and minimize the Bank’s exposure by:
• Ensuring compliance with regulatory activities and guidelines including Privacy, Anti-Money Laundering, Anti-Terrorism financing, FCAC, KYC, CDIC, OHS.

• Understanding how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

• Ensuring strict adherence to Bank procedures, including assigned authorities and limits.

• Escalating fraudulent activities, unusual occurrences, issues/deficiencies/trends to the Director as appropriate.

• Creates an environment in which his/her team pursues effective and efficient operations of his/her 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.

• Ensuring that all targets are met or exceeded, by him/herself, manager and CCA, as assigned
• Managing the implementation of new initiatives for the Contact Centre, as assigned.

• Occasionally supporting Sr.

Leadership with special projects, as required.

• Acting as a change agent, leading, motivating and supporting Managers through changes, modeling behavior and ensuring the Managers/ Team Leads are prepared to support their teams through change.

• Ensuring team’s adherence to Scotiabank’s policies and procedures, general compliance (e.g.

KYC, AML, and Privacy Laws), Scotiabank’s Guidelines for Business Conduct and any supplemental guidelines or codes of conduct.

Education/Experience
• Post-secondary education or equivalent with 5 years of industry experience in leading large teams in a customer facing environment;
• Expert knowledge of card claims, dispute policies and related operating procedures.

• Above average organizational and motivational skills to effectively utilize the Investigation Officers to obtain maximum volumes within strict time frames while adhering to Bank policies.

• A high degree of judgment/organizational skills and problem-solving skills to deal with diverse/complex customer service issues and demonstrated ability to negotiate resolutions to claims, disputes.

• Proven communication skills, oral and written, as well as sound negotiation skills to effectively handle inquiries, escalated calls or customer complaints.

• Ability to work in a high-volume environment with strict service standards and diversity of programs.

• Sound knowledge of: -The systems and applications that support the Unit’s processes, i.e.

Image, CIS, TCS, KS, TSYS, VROL, CaMS, MasterCard as applicable to disputed cases.

• Thorough knowledge of: -The Bank’s Regulatory and Compliance requirements as they relate to credit adjudication processes, including Privacy, Anti-Money Laundering (AML)/Anti-Terrorist Financing; Code of Conduct and Know your Customer (KYC) requirements.

• Effective communication and interpersonal skills are necessary for professional interactions with customers, partners and business lines to ensure a high level of credibility.

• High degree of flexibility required to adapt to a wide variety of tasks and functions and the ability to work in a fast-paced, dynamic environment.

• Must be organized and be an effective decision maker to meet the demands of a high-volume environment.

• Bilingual, French/English is considered an asset.

Dimensions/Working Conditions
• 34 Direct and Indirect reports
• Number of major systems: Image, CIS, KS, TSYS, VROL,PRM, Smart Disputes, CaMs, TCS, MasterCard, as applicable to disputed cases.

• Sound knowledge of ability to resource MasterCard, Visa Regulations, AMEX, Business Operation Procedures.

• Work in a standard office-based environment; non-standard hours are a common occurrence
• Concentrated use of vision required for analyzing data, preparing detailed reports (numbers oriented) via daily extensive use of P.C.

• The job is primarily sedentary and non-physical, requiring the normal use of sight and hearing with little or no need to focus on special factors in the environment
• The role is based in a call center environment that is aligned to the operating hours and may be subject to shift work at all hours of the day depending on the business requirements.

Operating hours are 8:00am
– 4:30pm (Mon
– Fri) but are subject to change based on business needs.

Location(s): 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.