Requisition ID: 208652

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.

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!

Fraud Claims Analyst:

As a Fraud Claims Analyst you will contribute to the overall success of Fraud Operations 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:

• Champion a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.

• Detect and prevent fraudulent activity with respect to the Bank's credit cards, debit cards, on-line, and Email Money Transfers by:

• Analyzing, researching, and evaluating various sources of information to determine vulnerabilities.

• Assess and identify immediate and isolated risk and prioritize items for further action for Investigators.

• Making a decision, based on the analysis completed, to block the account or reduce the limit on the card or to contact the customer to discuss the activity. Good judgement is required to maintain an acceptable balance between fraud control and customer service.

• Working closely and effectively with the rest of Detection Analysts in sharing information and trends to ensure large scale fraud trends are identified and actioned quickly.

• In the event of a large scale fraud attack, working effectively with the team to identify the potential points of compromise as quickly as possible and getting other Tangerine cards at risk identified and statused before fraudulent activity occurs.

• Escalating new/emerging fraud trends to management so that new fraud detection rules can be implemented to counteract fraudulent activity.

• Initiates investigation activity including evidence gathering and documentation with limited direction and support from senior staff.

• Achieve and maintain required service level standards by:

• Operating at optimal efficiency of the department by ensuring productivity goals are attained.

• Performing Claims Investigation, Prevention and Detection functions as assigned

• Supporting Fraud Operations for reviews on fraud events and downstream QA and defect auditing

• Occasionally responding to incoming telephone and written inquiries from customers, internal departments to resolve inquiries relative to fraud issues and or complaints/escalations.

• Minimizing Fraud risk and losses by adhering to Tangerine's policy, procedures and key controls;

• Adhering to all company/department policies, procedures and audit requirements;

• Prioritizing and processing customer requests (i.e. inquiries, transactions, cases work) in a timely and efficient manner; and

• Strictly adhering to schedules thereby ensuring prompt customer service and response time.

• Contributes to the maximization of the department efficiency by:

• Be available to assist with escalations

• When appropriate, be able to facilitate and share knowledge in the New Hire Training program

• Support Fraud Operations Manager with day-to-day operational activities including:

• Overseeing daily workflow and ensuring fraud operational coverage to deliver on functional SLAs

• Facilitating team huddles and meetings

• Conducting daily work planning

• Managing management (group) inbox, review all assigned files as directed by Manager.

• Research evolving technologies available to implement preventative solutions as they become available. Keep abreast of current and emerging industry trends, competitor, and client updates.
  

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

• University or College Degree

• Minimum 3-5 years of experience in the Financial Industry

• Minimum 1 year demonstrated experience in Tangerine Fraud Detection

• Previous Call Centre experience in a debit/credit card environment

• General knowledge of debit card/Interac processes an asset

• Fluency in French is an asset

• Working knowledge Fraud Detection/AML software applications

• High degree of computer literacy and keyboard

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

• Ability to work effectively as an individual and in a team, with minimal supervision

• Ability to remain professional and empathize with the situation of an irate and/or upset customer

• Strong listening skills with the ability to assess the needs and concerns of the customer

• Capability to build customer loyalty through listening, relationship building and professional and persuasive communication skills

• Strong interpersonal, communication and problem resolution skills

• Good analytical, verbal and written communication skills

• Strong attention to detail and organizational skills
  

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.