financial customer service representative

Requisition ID: 227967Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. PurposeThe 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.Is this role right for you? In this role, you will: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, Email Money Transfers, Western Union, 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 and other FI's in determining the legitimacy of suspicious activity.Working closely and effectively with the rest of the 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.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.Do you have the skills that will enable you to succeed in this role? ? We'd love to work with you if you have/can:Strong communication skills in both English and FrenchFlexibility required with business hoursUtilization of active listening skills and appropriate acknowledgment statementsCapability to build customer loyalty through listening, relationship building, and professional and persuasive communication skillsAbility to work in a fast-paced, changing environmentAbility 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 serviceMaintain exceptional knowledge and understanding of all procedures, products and services related to role.Strong attention to detail with the ability to recognize risk and take appropriate steps to minimize the impact on both the customer and the BankCapability to build customer loyalty through listening, relationship building, professional and persuasive communication skillsAchieve/exceed daily/weekly individual and team KPIsAbility to navigate between multiple Windows-based application systemsGood analytical, verbal, and written communication skillsEducation / Experience / Other InformationCustomer service experience; demonstrated commitment to providing quality customer serviceAbility to confidently take on high workload and alert volume, while prioritizing and multitaskingWorking 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 assetPrevious Retail Banking and / or Advice/Call Centre experience is an assetPost-secondary education in business or other related disciplines is in an assetWorking ConditionsThis unit runs on a 24-hour operation.Fully bilingual in French and English.The location for this position is in Scarborough: 888 Birchmount R