Senior Fraud Deterrence Analyst

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 Supervisor for resolution as necessary, based on workload;
• Analyzing each case/alert and investigating as required, by;
• 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.
• Act on case/alerts effectively and efficiently to ensure risk to the Bank is minimized by:
• 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 cheques 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;
• 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;

Do you have the skills that will enable you to succeed in this role? We’d love to work with you if you have:

• 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.
• 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 basic PC applications (e.g., Microsoft Office (MS Word, Excel & Power Point), Outlook, etc.).
  

Working Conditions

• Work in a hybrid office-based environment; non-standard hours are a common occurrence.
• This position is primarily non-physical utilizing a personal computer and telephony equipment.
• Monday To Friday 12pm-8pm EST
• Works in a constantly changing environment.