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Claims Analyst Jobs
Company | Scotiabank |
Address | Toronto, Ontario, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Banking |
Expires | 2023-08-13 |
Posted at | 10 months ago |
Requisition ID: 181264
- Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge
- Provide quality decisions to minimize losses and improve profitability on accounts by using solid knowledge of the fraud and disputes process for the bank to enhance the customer experience and reduces costs while increasing profitability
- Ensure the delivery of customer service fosters overall customer satisfaction consistent with Scotia Service standards by providing customers with timely resolution to transactions consistent with the Bank’s core values.
- Provide feedback with respect to effectiveness of the department’s procedure and workflow to ensure continuous improvement.
- Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
- Adjudicate liability for fraud/dispute on all Credit, Debit, Visa Debit, Digital and Commercial card products and alternate delivery channels
- Preparing or directing the preparation of charge back authorizations and exercising sound chargeback judgment based on thorough investigations and analysis.
- Actively pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.
- The role operates independently daily on cases and customer contact;
- This is a high stress level position with continuous changes due to the current fraud issues at hand and unexpected volumes of work.
- Ability to confidently take on a high workload while prioritizing and multitasking with a commitment to delivering a exceptional customer experience.
- Incumbent has authority of up to $7500 for claims/disputes cases;
- Complexity of cases received by the Claims/Disputes Analyst will very from lower value and lower complexity to those of higher value and complexity;
- Claims require adjudication in accordance with FCAC’s debit code of conduct and credit card code of conduct guidelines;
- Analyst will on average complete 40 claims/disputes daily and number will vary based complexity and daily assignment.
- Ability to work in a fast-paced environment
- Proven interpersonal, communication and problem resolution skills
- Previous Retail Banking and / or Advice/Call Centre experience
- Flexible for overtime when required
- Ability to confidently take on high workload, while prioritizing and multitasking, with a commitment to delivering superior client experience
- Customer service experience, demonstrated commitment to providing quality customer service
- Post-secondary education in business or other related disciplines is in an asset
- Capability to build customer loyalty through listening, relationship building, and professional and persuasive communication skills
- Good analytical, verbal, and written communication skills
- Ability to navigate between multiple Windows-based application systems
- Must have acceptable attendance, behavior and performance
- Utilization of active listening skills and appropriate acknowledgment statements
- Fluency in both English and French language skills (reading, writing, and spoken)
- Previous Retail Banking and / or Advice/Call Centre experience
- Post-secondary education in business or other related disciplines is in an asset
- The role is based in a processing 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 8:30am – 5pm (Mon – Fri) but are subject to change based on business needs.
- Work in a standard office-based environment; non-standard hours are a common occurrence
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