Requisition ID : 72356
Thank you for your interest in GSGlobales!
Our group has a strong commitment to promoting a workplace where you feel supported by your supervisors, in a way that ensures your success and that of each customer.
Contributes to the overall success of Inbound Fraud in Bogota, Colombia ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives.
Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.
Oversight of Operations and Processes for Inbound Fraud including, but not limited to : Canadian Retail and Small Business Credit Card (VISA / AMEX) portfolio Debit card Commercial Wealth Management All channels digital, mobile, online, POS, ABM Claims inquiries regarding existing fraud files
Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
Calibrates with the management teams from other lines of business within Operations, as well as Legal and other Corporate Functions, to ensure the effectiveness of the operations and identify improvements in processes and services through issues that might arise.
Ensures the delivery of best-in class customer service, fostering an environment that promotes agile, flexible and timely complaint handling and resolution, while mitigating risk by : Reviewing existing processes and determining where it can be streamlined to achieve increased customer satisfaction and improve service levels;
Maintain a working knowledge of the core business of each business line to ensure awareness of the services offered to support complaint resolution in Fraud Identifying cases that may involve significant risk to the bank, assessing the risk involved (actual and potential), using the information collected concerning the cases to ensure that best-in-class complaint-management skills (situation assessment, problem solving & decision-making) have been utilized;
Maximizes the operating efficiency of Inbound Fraud by : Monitoring and analyzing the Service Level Agreements trends and report findings / recommendations to the Director : Overseeing the compliance of pre-established goals for reporting;
Establishing benchmarks and leading the analysis of appropriate tracking and trending to monitor timeliness of service, client satisfaction and team efficiency;
Certifying employee’s awareness on matters related to Compliance, Anti Money Laundering Compliance, Financial Consumer Agency of Canada, etc.
Ensuring the Business Continuity is reliable, current and the operation is physically and logically secured; Analysing and identifying customer concerns trends and providing recommendation to change & improve the case handling and reporting complaints;
Recommending how to improve service levels , making it simpler and more compelling for customers and / or encouraging employees to challenge the status quo and recommend new and better ways to resolve complaints; and
Understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
Creates 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.
Builds a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviours;
communicating vison / values / business strategy; and, managing succession and development planning for the team.
Education / Experience / Other Information
Completion of post-secondary education, with a minimum of 5 years of experience in management and fraud in the financial services industry is an asset.
Expert problem solving, conflict resolution / management, mediation, and negotiation skills, to resolve complex fraud cases
Team focus working effectively with others to achieve common objectives
Excellent communication skills (written and verbal) to communicate effectively with internal and external customers, and other partners
Team leadership - Setting and championing a clear future direction and demonstrating actions expected in others including a high standard of performance
Coaching providing guidance, support and feedback to others to improve their performance. Clarifying job functions and responsibilities.
Fostering on an individual basis, the learning and development of others.
Solid knowledge of all issues pertaining to regulatory compliance i.e. Privacy Code, Bank Act, AML / KYC, ect.
Thorough understanding of financial statements and interpretation
Thorough knowledge of Branch systems and / or AS400
Working knowledge of Global Operations processes
Sound knowledge of the Bank’s Retail products, services and operating systems
Fraud working experience would be considered an asset