Assistant Manager, Fraud Technical Support

The Role of Assistant Manager, Fraud Technical Support at Scotiabank

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

Support the Fraud - Client Services & Solutions Technical Support Team within Global Transaction Banking in Canada. Ensure business strategies, plans, and initiatives are executed and delivered in compliance with governing regulations, internal policies, and procedures.

Prioritize all fraud escalations and requests for information, ensuring they are actioned with accuracy and a sense of urgency. Escalate requests to your supervisor for resolution as necessary, based on workload.

Is this role right for you? In this role you will:

• Demonstrate solid knowledge of the GTB Cash Management products supported by the CS&S Help Desk staff and respond effectively to escalated fraud calls received from Corporate, Commercial, and Business Banking customers.
• Analyze fraud incident cases by reviewing set up forms, existing GWA set up/logs, Edge history, and/or reviewing Edge history for related previous incident/alerts.
• Assist the Department in identifying potential fraud trends to reduce losses and costs to the customer and/or Bank.
• Ensure concerns and/or notifications of unusual/fraudulent incidents are referred to applicable stakeholders to action as needed to minimize financial/reputational risks.
• Identify and recommend product design or internal process enhancements to the CS&S Help Desk’s support systems, aiming for efficiency and service improvements.
• Conduct Call Quality Review periodically and escalate/communicate coaching opportunities as needed.
• Late shift rotation (12 pm – 8 pm) and holiday coverage required.
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

Skills for Success

Do you have the skills that will enable you to succeed in this role? We’d love to work with you if you have:

• Advanced technical expertise of the products supported by CS&S – Global Transaction Banking, - Edge ticketing system, GWA, Intralink, Sales Builder, and Sales Force - Mandatory.
• Demonstrate advanced written & oral communication skills, client focus, and ability to build strong, sustainable rapport with the team and all business partners.
• Strong leadership, motivational, and organizational skills, with an expectation to coach team members as an ongoing activity to ensure continued improvement of customer service and product knowledge skills.
• Possess strong knowledge of departmental quality standards, ensuring continued focus on areas for improvement and streamlining operations.
• Experience with CS&S Fraud escalation management process – Mandatory.
• Thorough knowledge of the Bank’s delivery channels, products, benefits, and services.
• Ability to learn new information quickly, understand clients’ environments, and possess tact and diplomacy to effectively deal with operational challenges and act as the escalation point for unsatisfied internal and external clientele.
• Value diversity by demonstrating an appreciation of a diverse workforce and appreciating differences in style or perspective; uses differences to add value to decisions, actions, and organizational success.

What’s in it for you?

• A rewarding career path with diverse opportunities for professional development.
• A culture that promotes teamwork and cross-functional collaboration to achieve business goals.
• Inclusive workplace that values diversity of thought, background, and experience.
• A competitive compensation and benefits package.
• Opportunity to work with a very enthusiastic team that helps our clients by ensuring the Bank can continue to operate to deliver key business services.
• Hybrid working environment allowing for work/life balance.

Key skills/competency

• Fraud Management
• Technical Support
• Client Services
• Risk Mitigation
• Incident Analysis
• Process Improvement
• Cash Management Products
• Edge Ticketing System
• Team Leadership
• Communication Skills