Fraud Customer Experience Supervisor

Requisition ID: 253385

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.

Position Title: Fraud Customer Experience Supervisor

As Canada’s leading digital bank, Tangerine technology is at the heart of everything we do. We have redefined what digital banking is, and we continue to evolve to tackle any opportunity and face every challenge through progressive technology and the power of collaboration.

Do you like new challenges? Are you ready to reach new heights in your career and become part of an established disruptor? If so, come join us and help redefine the Canadian banking landscape!

What you will be doing:

Contributes to the overall success of Service and Sales in Canada 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.

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

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Provide Escalation support for Day-to-Day Fraud and MasterCard Fraud.
• Provide back-up Escalation Support to all other S&S complaints.
• Conduct investigations and resolve escalated problems by liaising with internal/external resource (i.e. Lending, CBS, etc)
• To assist as acting Manager Coach for their respective teams in their absence of the Leader
• (vacation, sabbatical etc.).
• Assist in ongoing training, coaching and development of front line staff through day to day contact
• via calls through the CES queues
• Process and complete all transactional client requests resulting from various channels (i.e. email, faxes, letters within SLA’s
• Maintain relationship and contact with assigned departmental representatives (e.g. CBS, FEC, etc.)
• Provide second level assistance for various client request forms and letters
• Provide formal recommendations to management for improvements to operational processes to
• provide a positive work environment, foster teamwork and ensure high team morale
• Responsible for contacting clients and coaching frontline staff regarding not in good order request items

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

• Demonstrated curiosity and a strong desire to understand client needs and contribute to effective solutions
• Genuine passion for delivering an exceptional client experience
• Excellent problem‑solving abilities with a talent for navigating and resolving conflicts
• Strong leadership skills, with the ability to inspire collaboration and support team effectiveness
• Quick learner with the ability to adapt to evolving contact centre technologies and tools
• Strong organizational and time‑management skills, with the ability to prioritize in a fast‑paced environment
• Experience in retail, sales, or other customer‑service environments is considered an asset
• Bilingualism in English and French (oral and written) is an asset

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.

*Tangerine employees participate in Scotiabank’s pension & benefits programs (available to permanent employees)

Location(s): Canada : New Brunswick : Moncton || Canada : Ontario : North York

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.