Team Lead, Fraud Detection

Requisition ID: 180331

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

Purpose

Leads and develops a team of Senior Fraud Detection Analysts in the Fraud Management Operations in Canada, ensuring business strategies, plans and initiatives are executed / delivered. Responsible to provide coaching, direct leadership and guidance to the Senior Fraud Detection Analysts, as it relates to fraud mitigation; customer satisfaction; operational efficiency and efficacy; employee development; and support with processes, policy, and system functionality.

Accountabilities

• Recommends appropriate changes to policies, processes and procedures to assist with maximizing fraud loss avoidance, enhancing the customer experience, while improving the productivity and efficiency of the Fraud Detection team;
• Serve as a backup to the Manager when they are absent and assume day-to-day operational activities
• Engage in one-on-one coaching, group coaching or coaching as an ongoing observational activity by providing relevant feedback during observations, side-by-side coaching, and skill building to ensure continued improvement of knowledge, accuracy, efficiency and quality
• Conduct one-on-one coaching with Senior Fraud Detection Analysts to recognize success, help overcome obstacles and set focus thereby ensuring continuous improvement of knowledge, efficiency and quality.
• Effectively manage direct and indirect reports of any performance and conduct concerns and work with HR and ER as required.
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Apply daily management routines such as daily team huddles, team meetings, daily work planning, updating and monitoring department KPI reporting
• Leads and drives a customer and performance-focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge of fraud detection and prevention
• Reviewing Senior Fraud Detection Analysts' customer interactions including live calls, and recorded calls, reviewing decisions made, and actions taken to identify coaching and development opportunities, recommending appropriate changes to policies, processes and procedures that will assist in improving performance and efficiency of the unit.
• Oversees the management of all fraud detection queues, ensuring queues are effectively monitored, worked in a timely manner, and adjusts assignments to increase fraud loss avoidance and improve the customer experience.
• Develop a high-performing team of confident Senior Detection Analysts that apply critical thinking to determine the risk of an alerted account/customer and decide the appropriate steps to mitigate risk and resolve the customer’s needs
• Facilitate and share knowledge with the Learning & Development to ensure training programs for new hires and tenured employees are enhancing the skills and knowledge of the team
• Builds a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team
• Superior leadership and coaching to motivate and develop individual Fraud Detection Analyst performance on the service team by:
• Recognizing and escalating fraudulent activities or any unusual occurrences evidenced through customer interaction and/or payment verification directly to the Manager or Director, Fraud Detection;
• Provide a best-in-class customer experience when dealing with business partners, customers, or team members by resolving customer matters; authorizing exemptions in a manner that reflects Bank policies and guidelines; and understanding the customers’ circumstances and matching appropriate solutions through sound knowledge of fraud prevention practices, policies and procedures.

Dimensions

• Average Number of Outbound Calls each month: 30,000
• Support the Bank’s annual Fraud Plan, and business objectives for the department Countries/regions / business units supported: All of Canada
• Achieve/exceed daily/weekly KPIs for the team
• Canadian Banking lines supported: Retail, Small Business, Commercial and Wealth.
• Authorize customer transactions up to $5000 to exempt from fraud rules
• Apply daily management routines such as daily team huddles, coaching, team meetings, daily work planning, updating and monitoring department KPI reporting
• Field complex fraud calls/files and act as a point of escalation
• Number of employees/span of control: 7 – 12
• Average Number of Fraud Alerts each month is 80,000
• Systems: CMS, CIS, MV, KS, AS400, TSYS, ScotiaGlobe, Image, Intralink, etc

Qualifications

• Thorough knowledge of the Bank’s fraud mitigation tools including PRM, VRM, DFM, Web Extraction, Crystal Reports, Interac On-line, Mike Network, etc.
• 1-3 years of Fraud knowledge/industry experience
• Customer service experience; demonstrated commitment to providing quality customer service and problem resolution
• Creates an environment in which his/her team 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.
• Working knowledge of the application systems that support debit/credit card and alternate delivery channel products including CIS, MV, KS, AS400, TSYS, ScotiaGlobe, Image, Intralink, etc.
• Strong communication skills in English (French would be considered an asset)
• Sound understanding of the Bank’s Visa and ScotiaCard products and services including but not limited to retail credit cards, commercial credit cards, ScoitaCards, ScotiaOnline, TeleScotia, Mobile Banking, Email Money Transfer, Western Union and Visa Debit.
• Demonstrate strong, creative problem-solving and analytical abilities
• Excellent interpersonal skills and the demonstrated competencies to lead and motivate staff with an eagerness to contribute to the success of others through coaching and support
• Strong analytical, verbal & written communication skills
• Strong multi-tasking capabilities coupled with strong organizational and prioritization skills
• Working knowledge of basic PC applications (e.g. Microsoft Office)
• Completion of post-secondary education, with a minimum of 1-3 years of experience in management and fraud operations in the financial services industry or experience in detection analytics is an asset.

Working Conditions

• The individual may also be expected to provide on-call support to the department as required during non-business hours Work; in a standard office-based environment; non-standard hours are a common occurrence.
• The position requires the use of a headset.
• The individual is expected to work occasional overtime due to fraud trends and absences, as well as the occasional weekends and statutory holidays as required to ensure the department has adequate coverage on a 24/7 hour basis.
• This unit runs on a 24-hour operation.
• The location for this position is Don Mills & Eglinton, North York, ON.
• Work is subject to frequent interruptions contributing to a lack of control over the pace of work. The unpredictability of fraud trends and potential sensitive and emotional cardholder issues can contribute to a stressful envoironment.
• 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
• Shift: Sunday – Thursday: 7:30am – 3:30pm
• The individual's desk is located close to co-workers and is subject to constant noise.
• Work in a standard office-based environment; non-standard hours are a common occurrence;

Location(s): Canada : Ontario : North York

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.