Senior Consultant - Inbound Fraud

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Requisition
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 Senior 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…