Manager, Fraud Claims Operations - Tangerine

Requisition ID : 210419

Tangerine is Canada’s leading direct bank. We offer flexible and accessible banking options, innovative products, and award-winning Client service.

The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities, and that includes our own internal community.

It’s important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

What You Will be Doing :

The Fraud Claims Manager, Fraud Operations is responsible for managing the Claims Team to meet operational, financial and service requirements.

Oversees the intake, investigation and processing of all card payment disputes, merchant chargebacks and fraudulent claims.

Being a Fraud Claims Manager assures timely and proper dispositions of claims based on policy provisions. Additionally, will be required to prove recommendations and implement best practices to ensure complete and thorough claim settlements and investigations following company policies.

Ensures that department SLA / goals are met and adhering to approved budgets. Reports directly to the Senior Manager, Tangerine Fraud Operations and Governance.

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

Identify the weakness of current control process and recommend enhancements based on investigations and Fraud trends

Recommend changes to policies and procedures to prevent Fraud activities

Collaborate investigation with appropriate business partners for Pay / No Pay decisions

Provide input to strategic decisions for rule developments based on investigations and Fraud trends

Capable of resolving escalated issues arising from Operations and requiring coordination with business partners

Review investigation reports presented by Claims Analyst to make appropriate adjustments and take key decisions effective for Fraud resolution

Maintain record of all investigative operations and results of analysis

Operate as a liaison with internal and external business partners (e.g. CBS, Fraud Strategy & Governance, Service & Sales) in cross functional initiatives

Assist in developing procedures and guidelines within the Fraud Operations team as required

Keep abreast of all Fraud policies, Guidelines and Procedures

Develop weekly & monthly KPI reporting to maintain transparency and efficiency of Claims Team

Represent the Fraud Operations team for internal meetings and projects

Perform other duties and special projects as required

Attend industry related conferences / meetings to keep abreast of new / emerging trends

Monitor existing, new and emerging trends as they relate to financial institutions and develop fraud operational strategies to protect the organization

Responsible for understanding and complying with the Regulatory Compliance Framework including the Anti-Money Laundering / Anti-Terrorist Financing and Sanctions Policy and all AML related policies, procedures and controls within the department

Do you have the skills that will enable you to succeed? We'd love to work with you if you have :

University or College Degree in a related field

Minimum 3+ years of extensive fraud experience related to detection and claims analysis within the financial industry

Experience in credit card (MasterCard, Visa, AMEX) considered an asset

Minimum 2+ years of experience in law enforcement and / or the banking industry

Experience in managing a high-performing team

Experience in fraud detection

Working knowledge of AML Investigations and Terrorist Financing

Working knowledge of Fraud Detection / AML software applications

Ability to work in a dynamic environment where processes and procedures are constantly refined

Ability to manage difficult customer situations and coach the team to resolution, while balancing risk and the customer experience

Strong written and verbal communication skills

What's in it for you?

You will be part of a diverse and inclusive team of Client-focused go-getters looking to learn from each other in an environment that celebrates and recognizes success!

You will have access to thousands of online and in person courses so you can shape your career growth with the support from diverse industry leaders.

You will get our help to save for your future and to invest in your total wellbeing through our Tangerine benefits*.

You belong here, we are equal and un-complicated. Bring your true self to work, dress codes don’t apply here.

You will enjoy workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors

Location(s) : Canada : Ontario : Toronto

At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment.

If you require accommodation during the recruitment and selection process, please let our Recruitment team know.