ID de la solicitud: 215328
Rango Salarial: 716,450.00 - 1,216,250.00
El rango salarial indicado es solamente una guía. El salario ofrecido puede variar dependiendo de toda una serie de factores, que incluyen entre otros los conocimientos, experiencias y habilidades relevantes del candidato seleccionado.
Únase a un equipo ganador con un propósito claro, comprometido con el logro de resultados en una cultura inclusiva y de alto desempeño.
Purpose
Leads and develops a Fraud Claims team in the Claims & Support Services Team ensuring business strategies, plans and initiatives are executed/delivered. Responsible to provide coaching, direct leadership, and guidance to the Claims Analyst as it relates to fraud, customer service, their specific individual goals, process and policy support and system functionality. The incumbent ensures all activities conducted are following governing regulations, internal policies, and procedures.
Accountabilities
• Leads and Champions a customer focused culture to deepen client relationships and leverages broader Bank relationships, systems, and knowledge.
• Provides a best-in-class customer experience when dealing with business partners, customers, or team members by resolving customer matters; and understanding the customers’ circumstances and matching appropriate solutions through sound knowledge of fraud practices, policies and procedures.
• Demonstrates superior leadership and coaching to motivate and develop individual Claims Analyst performance by:
Developing a team of high-performing, subject matter experts with sound problem resolution, who are knowledgeable. confident and focused on first contact resolution in delivering fraud related advice to our customers. Engaging in coaching as an ongoing observational activity with Claims Analysts by providing relevant feedback and coaching during live call observations, side by side, group coaching and skill building Effectively managing direct and indirect reports of any performance and conduct concerns and working with HR and ER as required.• Recommending appropriate changes to policies, processes and procedures that will assist in improving productivity and efficiency of the unit;
• Understand the Banks’ risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Recognizing and escalating any unusual occurrences or fraudulent activities evidenced through customer interaction and/or payment verification directly to the Manager or Director, Fraud Claims & Support Services.
• Creating 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.
• Tracking/updating of department statistics and circulating to the team on a daily basis
• Ensuring effective escalation process in place with respect to system outages and that same is adhered to by all staff
• Act as the first point of contact for escalations from customers and/or business partners and effectively resolve.
Education / Experience
• Customer service experience; demonstrated commitment to providing quality customer service.
• A great deal of tact, diplomacy and empathy are required in dealing with and defusing situations, as customers are often upset with the possibility fraud has occurred on their account, or that legitimate transaction(s) has been unnecessarily declined due to action taken.
• Ability to confidently large volumes of cases while prioritizing and multitasking.
• Utilization of active listening skills and appropriate acknowledgment statements
• Capability to build customer loyalty through listening, relationship building, and professional and persuasive communication skills.
• Ability to work in a fast-paced environment.
• Proven interpersonal, communication and problem resolution skills.
• Good analytical, verbal, and written communication skills
• Fluency in both English and French language skills (reading, writing, and spoken) is an asset.
• Previous Retail Banking and / or Advice/Call Centre experience is an asset.
• Post-secondary education and/or a minimum of 2 years of relevant experience in Banking.
Ubicación(s): República Dominicana : Santo Domingo : Santo Domingo Este
Scotiabank es un banco líder en las Américas. Inspirándonos en nuestro propósito corporativo, “por nuestro futuro”, ayudamos a nuestros clientes, sus familias y sus comunidades a lograr el éxito a través de una completa gama de asesoría, productos y servicios en los sectores de banca personal y comercial, gestión patrimonial, banca privada, corporativa y de inversión, y mercados de capital.
En Scotiabank, valoramos las habilidades y experiencias únicas que cada persona aporta al Banco y nos hemos comprometido a crear y mantener un entorno inclusivo y accesible para todos. Si necesitas algún tipo de adaptación (como, por ejemplo, un lugar accesible para la entrevista, documentos en formato alternativo, un intérprete en lengua de señas o tecnología de asistencia, entre otras cosas) durante el proceso de reclutamiento y selección, indícalo a nuestro equipo de Reclutamiento. Si necesitas apoyo técnico, haz clic aquí. Los candidatos deben postularse directamente en línea si desean ser tomados en cuenta para este puesto. Agradecemos a todos los candidatos por su interés en esta oportunidad profesional en Scotiabank, pero solo nos comunicaremos con aquellos que hayan sido seleccionados para una entrevista.