Quality Assurance Officer, Fraud Management

Requisition ID: 164695

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

Position: Quality Assurance Officer, Canada Fraud Management, Global Operations

Purpose Contributes to the overall success of Canada Fraud Management Quality Assurance, confirming specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted follow governing regulations, internal policies and procedures.

Accountabilities

Accountabilities

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Contributes to maximizing recoveries by ensuring all policies and procedures, authority limits are followed, and that Advisors are providing a positive customer experience.
• Perform call evaluations in a timely and consistent basis utilizing Advisor scorecards.
• Write coaching memos related to Advisors’ adherence to QA standards when appropriate that are clear, concise and fact based.
• Identify and support leadership on clarification and implementation of the QA standards as outlined by their leadership teams and support through sharing of best practices.
• Prepare reports or other forms of documentation that communicate Advisor, team and site trends in relation to QA standards.
• Support business partners through leading call calibrations, actively participating in huddles, coaching leadership teams, contributing to coaching sessions, touch bases and meetings.
• Ensure all tracking/documentation are completed in a timely manner.
• If necessary, participate and support in compliance and audit reviews.
• Maintain confidentiality of both our customer’s information and of our Advisors.
• Perform other duties as assigned.
• Contribute to a positive team environment driving empowerment, innovation and high degree of engagement.
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Actively 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.
• Champions a high-performance environment and contributes to an inclusive work environment.

Dimensions

• Support of Canada Fraud which would include both customer facing and non-customer facing teams
• 500+ employees, multiple campuses including onshore and offshore
• Scotiabank and Tangerine
• Support agency partners (examples but not limited to: Teleperformance)
• Ability to use and navigate different systems (examples but not limited to: Verint, Avaya, PRM, AS400

Education / Experience / Other Information

• Post-secondary education with;
• Minimum 1 year of experience in the financial services industry or in Fraud.
• Knowledge of the Banks fraud policies and procedures
• Knowledge of the Banks products and services
• Effective communication skills (written and verbal)
• Strong Attention to detail
• Ability to engage with senior leadership teams
• Able to collaborate with team members situated on-site and remotely
• Ability to prioritize tasks/understand urgency
• Ability to maintain confidentiality

Working Conditions

• 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.