Assistant manager Jobs in Markham, ON

Is this role right for you?

In this role, you will:

• Champions a customer focused culture to deepen customer relationships and leverage broader Bank relationships, systems and knowledge. Ensure that the customer service provided is of the highest quality by:
• Prioritizing all requests for information, establishing response times and escalating requests to your manager for resolution as necessary, based on workload;
• Review each case/alert and make a decision including any instances that may involve some uncertainty or with less than perfect information. All the facts that will support the reason for the decision must be clearly documented and saved within applicable
• Analyzing each case/alert and investigating as required, by; o Reviewing customer account information in respect to the case/alert, summarizing the referential information using the case management tool(s) and determining if/how to investigate the account(s) activity;
• Investigating item(s) by reviewing available documents and/or account history, supporting documentation (e.g. bank statements, cheques), and/or reviewing for related previous incident/alerts and/or by contacting the Customer, Branch or relevant Business Line;
• Assisting the Department in identifying potential fraud trends to reduce losses and costs to the customer and/or Bank;
• Ensuring concerns and/or notifications of unusual/fraudulent incidents are referred to applicable stakeholders for the appropriate measures to be taken in order to address the activity;
• Keeping either the customer, relevant Business Line/Stakeholder and/or other External Partners informed of decisions and confirm the outcome of case/alerts where required.
• Identifying Fraud through completions of thorough review of the case/alerts through completion of thorough review of the case/alerts information and account history which includes up to a 90-day review of all activities for customers with known fraud concerns;
• Ensuring all recommended actions have been recorded, appropriate systems have been updated, and required documentation is logged within the case management system(s)
• Communicating findings to the appropriate stakeholders or outcomes to the customer;
• Taking the necessary measures to terminate problematic customer relationships and ensuring that all administrative activities surrounding the termination are completed by the appropriate partners. Where necessary, filing Unusual Transaction Reports to ensure compliance with AML regulatory requirements.
• Contribute to the overall effectiveness and efficiency of the Department by:
• Maintaining ownership of work received through case/alert system and identifying, investigating and escalating new fraud patterns that are identified using various systems;
• Assisting when required specifically when volumes exceed the standard work day;
• Assisting the department in identifying potential fraud trends to reduce losses and cost to the Bank;
• Recommending changes to existing detection rules to adjust to newly identified fraud patterns as well as developing communications to advise Stakeholders of new and emerging fraud trends;
• Escalating to Management any incidents/alerts that cannot be completed on a timely basis or within the department’s defined SLA;
• Identifying, analyzing and recommending changes to current departmental processes that may increase Customer Satisfaction and/or efficiencies within the department
• Identifying common traits with case/alerts to assist the Department in reducing the risk to the Bank;
• Escalating and communicating concerns and required next actions to applicable stakeholders or customers.
• Contributes to the team’s development and growth by championing the creation of relevant training content and assisting with the oversight of the development of new hires to Fraud Deterrence and the up-skill of existing team members. The Assistant Manager may provide informal direction and coaching to team members.
• 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 their respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
• Champions a high performance environment and contributes to an inclusive work environment.

Education / Experience / Other Information

• Post-secondary education and/or a minimum of 2 years of relevant experience in Banking.
• Existing banking experience with previous Fraud or Commercial experience an asset.
• Fully bilingual in both English and French (oral and written) an asset.
• Technological aptitude and the ability to quickly adapt to new systems and processes
• Sound understanding of Retail, Small Business and Commercial Banking activity and practices.
• Superior communication skills; verbal, written and electronic.
• Thorough knowledge of the Bank’s delivery channels, products, benefits and services.
• Working knowledge of industry and common trends and information regarding fraud detection/prevention.
• Strong analytical skills to make rational and logical deductions at times with limited information.
• Ability to gather, analyze, organize, document and present large volumes of information in a succinct and organized manner. This includes reporting that would be distributed to upper leadership
• Working knowledge of the tools used in the department (e.g., Pega, PRM, Certapay, CIS, D3 , Intralink including UTR filing, etc.).
• Thorough knowledge of the Bank’s systems (e.g., CIS, FFT, AS400, IntraLink applications etc.).
• Through knowledge of PC applications (e.g., Microsoft Office (MS Word, Excel & Power Point), Outlook, etc.).
• Standard business hours however subject to change to meet the demand of our customers located across Canada

Working Conditions

This position is primarily non-physical and work is in a standard office-based environment with personal computer. Non-standard hours are a common occurrence.

Shift: Tuesday to Saturday 10:00pm to 6:00am