Alina Peres
Toronto
Summary
Results-driven analyst with over 12 years of experience in the commercial, retail, and small business sectors, specialized in credit and debit card portfolios. Expertise in minimizing risk while fostering collaborative relationships in banking environments. Recognized for delivering innovative solutions and effectively prioritizing tasks to meet tight deadlines. Highly organized and adept at multitasking, consistently contributing to team success and enhancing operational efficiency.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Team Lead
Scotiabank
02.2024 - Current
- Company Overview: www.scotiabank.com
- Delivers best-in-class customer experience by effectively managing and resolving complex customer matters, including second-level escalations and cases referred by the Ombudsman for Banking Services and Investments (OBSI). Demonstrates a strong commitment to customer advocacy, collaboration with business partners and internal teams, and ensures timely, fair, and compliant resolution of issues.
- Reviewing case files and completing the financial analysis and loss calculations required; reviewing and interpreting the results, including checking for accuracy and determine if there's any gaps or errors at case intake level.
- Results-driven leader with a proven ability to coach and develop Senior Claims Analysts into a high-performing team of subject matter experts. Skilled in fostering a culture of confidence, accountability, and continuous improvement, with a strong focus on first-contact resolution and fraud-related customer support. Adept at motivating individuals through strategic mentoring and performance management, ensuring consistent delivery of accurate advice and effective problem-solving.
- Engaging in coaching as an ongoing observational activity with Senior Claims Analysts by providing relevant feedback 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.
- Led the implementation of Power Apps project as assigned by the Manager, Fraud Claims and Support. Collaborated with cross-functional teams to conduct testing and troubleshooting, ensuring smooth deployment and continuous improvement while integrating the Bank’s risk appetite and risk culture into daily operations and decision-making processes throughout the project lifecycle.
- 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.
- Foster a team environment focused on operational efficiency and effectiveness, while ensuring strong adherence to internal controls and compliance with regulatory, AML/ATF, and conduct risk frameworks.
- Responsible for monitoring and updating departmental statistics, distributing weekly reports to the team, and actively contributing to the development and enhancement of policies and procedures.
Senior Claims Analyst
Scotiabank
01.2021 - 02.2024
- Assisting the TL/Manager with the day-to-day workload and representing the department in the development of new initiatives or changes to operating procedures that impact the function of the unit.
- Implementing new policies and procedures using expert knowledge and understanding of the department’s current processes, procedures, and workflow.
- Assisting team members by handling escalated customer inquiries with respect to fraud related issues.
- Supporting and motivating CAs in a fast-paced diverse environment, assisting with coaching and direction to the CA with respect to handling fraud files when needed and direction to CA to attain departmental objectives: - Replacing TL when needed, offering support and guidance for my team members
- Proactively stay informed on industry trends and developments to support strategic decision-making. Efficiently organize resources to maximize operational performance and consistently meet annual goals and monthly KPIs.
- Ensure team members are trained on current tools and best practices, promoting cross-functional flexibility through cross-training initiatives.
- Identifying operational problems and employee requirements in order to recommend improvements or solutions to the Manager.
- Supported Team Lead/Manager by reviewing analyst casework to ensure accuracy, compliance with standards, and consistent staff performance.
- Obtaining collaborating evidence from a variety of sources, i.e. branch, credit bureau etc.
- Developing and implementing spreadsheets for investigative aides and provide same to management/ and or investigative offices.
Education
Master’s Degree in Business - Strategies and Politics for Marketing and Management
Babeș-Bolyai
Bachelor’s Degree in Business Administration - Major in Business English
Skills
- Fraud analysis
- Analyzing investigative data
- Financial risk assessment
- Effective strategic planning
- Client relationship management
- Bilingual communication in English and French
- Strong knowledge of banking and investment industry and products
- Analytical skills
- Independent judgment skills
- Dedicated work ethic
- Effective analytical judgment
- Proficient in time management and resource allocation
Accomplishments
Recognized as the Hall of Fame August Champion for outstanding contributions, including daily forecasting, handling urgency reports, and driving the credit portfolio recovery rate to 98%. This recognition highlights consistent excellence and impact on financial operations.
Languages
English
French
Certification
- ACFE member, studying for CFE Certificate
- Business Edge Executive Program, Rotman School of Management – University of Toronto
Timeline
Team Lead
Scotiabank
02.2024 - Current
Senior Claims Analyst
Scotiabank
01.2021 - 02.2024
Bachelor’s Degree in Business Administration - Major in Business English
Master’s Degree in Business - Strategies and Politics for Marketing and Management
Babeș-Bolyai
Best of the Best Award 2017
Excellency in Customer Service for fraud Intake calls