Bilingual Fraud Analyst - Cards

The work

Contribuer à l’amélioration continue des processus et de l’expérience client en formulant des recommandations et des pistes d’optimisation.

Assurer le suivi des files d’attente liées à la fraude et offrir un soutien aux clients concernés.

Surveiller et analyser les alertes, rapports et informations provenant des différents outils de détection afin d’évaluer les risques potentiels, mener des enquêtes et déterminer les mesures appropriées.

Participer à la collecte et à la conservation des preuves et renseignements nécessaires aux enquêtes, à la prévention des pertes, aux procédures judiciaires, aux poursuites criminelles, ainsi qu’aux rapports de gestion et initiatives d’amélioration.

Documenter rigoureusement les actions entreprises et les conclusions des enquêtes afin de maintenir des dossiers complets et à jour.

Analyser les données et produire des recommandations permettant de mieux comprendre les tendances et les risques observés.

Effectuer diverses tâches opérationnelles courantes, notamment le traitement des demandes de service, des transactions et des requêtes, dans le respect des niveaux de service établis.

Communiquer les informations, avis et consignes nécessaires aux partenaires internes et externes lorsqu’une situation l’exige.

Prendre en charge des dossiers complexes et diversifiés dans le respect des politiques en vigueur, incluant parfois le traitement d’escalades provenant d’autres membres de l’équipe.

Accomplir toute autre responsabilité ou mandat connexe pouvant être attribué selon les besoins de l’organisation.

English version :

 

Provides input and develops recommendations for process and customer service improvements.

Monitors inbound fraud queue and service our clients.

Monitors and analyzes various information provided through detection systems, tools, reports, or manually to evaluate, investigate and determine required actions.

Supports the collection of evidence and information to be used for multiple purposes including incident reports/filings, loss prevention, litigation and criminal prosecution, management information and statistics, and process improvements.

Documents actions and information found throughout the investigation to develop and maintain account/case files.

Analyzes data and information to provide insights and recommendations.

Executes routine tasks such as service requests, transactions, queries etc. within relevant service level agreements.

Provides notification, information and instructions to internal/external stakeholders related to incidents as necessary.

Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees.

Broader work or accountabilities may be assigned as needed.

Compétences recherchées / Let's talk about you!

Diplôme d’études postsecondaires

Minimum de 2 ans d’expérience en prévention de la fraude et/ou en gestion des risques dans le secteur des services financiers

Minimum de 2 ans d’expérience en service à la clientèle dans le domaine financier

Excellente maîtrise de la suite Microsoft Office (Word, Excel, etc.)

Connaissance des outils et techniques de surveillance et de détection de la fraude

Bonne compréhension des services en ligne, des méthodes de paiement émergentes et des risques associés aux environnements numériques

Grande rigueur et souci du détail

Excellentes compétences en gestion du temps et des priorités

Très bonnes habiletés en communication et en relations interpersonnelles

Flexibilité quant aux horaires et aux jours de travail selon les besoins de l’entreprise

 

 English version:

Post secondary education

2+ years’ experience in Fraud and/or Risk Management in the Financial Industry

2+ years’ customer service experience within the Financial Industry

Advanced Microsoft Office (Word, Excel, etc.) skills.

Knowledge of fraud monitoring tools and techniques.

Knowledge of internet, emerging online payment methods and vulnerabilities

Process and detail oriented

Excellent time management skills

Excellent communication and interpersonal skills.

Flexibility required with business hours/days

Job Complexities / Thinking Challenges: 

 
The position requires the incumbent to be a self-starter and make sound decisions as efficiently as possible in identifying potential fraud risks while ensuring all bank policies, procedures and all applicable legislation is adhered to

Ability to work independently, with minimum supervision and perform under pressure and within tight time constraints

Strong analytical skills with attention to detail

Effectively manage assigned inquiries and communication with the Business Units

Ability to have difficult conversations with customers

Exceptional multitasking skills with the ability to prioritize

Proven ability to build customer loyalty through active listening, relationship building and professionalism

Authority/Decision Making/Direction Received: 

Receives direction from the Senior Manager, Financial Crime Management, and other members of Senior Leadership Teams as appropriate on significant regulatory, reputational risk and policy matters

Accountability:

Managing inbound/outbound calls

Investigate fraudulent activity with respect to customer transactions

Analyzing alerts generated from fraud incidents and/or other sources

Making decisions based on the analysis completed

Achieve and maintain established service level agreements

Analyze fraudulent/high risk account behaviour/transactions and determine legitimacy of behaviour/transactions and perform analysis on customer account to identify potential fraudulent incidents

Prepare fraud incident reports identifying types and linkages to ensure accurate documentation to substantiate case and provide critical information as required

Collect and safeguard investigation evidence

Maintain all databases and logs pertaining to investigations

Identify fraud trends and support data analytics solutions to mitigate the newly identified risk

Remain current and up to date on industry trends/education/products/privacy laws/etc