Job Description
Requisition ID: 240663
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.
Purpose
Contributes to the overall success of the Fraud, Fraud Operations 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
Accountabilities
Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
Investigates questionable credit card activity; contacts customers proactively; blocks accounts from further fraudulent activity.
Report and escalate any fraud trends/activities evidenced through customer conversations directly to management team
Works to minimize fraud losses through detection, investigation and mitigation; as such, this role actively contributes to the profitability of the organization by reducing losses.
Detect and prevent fraudulent activity with respect to the Bank’s credit cards and day to day banking by: o Analyzing alerts generated by various fraud detection tools and assessing the probability that fraud is occurring.
Making a decision, based on the analysis completed, to block the account or to contact the cardholder to discuss the activity.
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 Scotiabank cards at risk identified and action taken before fraudulent activity occurs
Share information on trends to ensure large scale fraud trends are identified and actioned quick
Communicate with branches and other Bank departments to resolve inquiries relative to fraud issues and/or complaints
Support the Bank’s annual Fraud Plan, and business objectives for the department by achieving and maintaining required service level standards
Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
Actively pursues effective and efficient operations of his/her respective areas in accordance with Tangerine’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
Champions a high performance environment and contributes to an inclusive work environment.
The role operates independently on a daily basis on a variety of fraud issues received from customers and other lines of business
Provides fraud detection and prevention services on Tangerine D2D and Credit Card portfolios · Follow customer problem resolution process to take ownership of customer concern and resolving customer issues at first point of contact
At minimum, achieve established daily, weekly and monthly KPI’s (Key Performance Indicators)
Attention to detail and ability to recognize risk to the Bank
Support the Bank’s annual Fraud Plan and business objectives for the department
Education / Experience / Other Information
Utilization of active listening skills and appropriate acknowledgment statements
Ability to work in a fast-paced environment
Proven interpersonal, communication and problem resolution skills
Ability to navigate between multiple applications/systems
Working knowledge of the application systems that support debit/credit card and alternate delivery channel products including TSYS, AS400, PRM, etc.
Working knowledge of basic PC applications (e.g. Microsoft Word, Microsoft Excel, Lotus Notes, etc.)
Strong critical thinker with good verbal and written communication skills
Previous Retail Banking and / or Advice/Call Centre experience is an asset
Requires a high school diploma or equivalent; post-secondary education in business or other related disciplines is as asset.
Strong analytical skills, attention-to-detail, and ability to make effective decisions
Bilingualism is required as this is a Customer-facing role.
Customer Service experience required, preferable in financial services industry
Working Conditions
Work in a standard office-based environment; non-standard hours are a common occurrence.
The position requires the use of a headset.
We offer PT and fixed shifts, working in a hybrid environment, to support the business needs of the Fraud Operations Department
Working outside of standard hours and Statutory/General holidays is required
Hours of Operation for the department are Monday to Sunday 8am -12 Midnight; Operating hours are subject to change depending on business needs.
Overnight team works 10PM to 8AM Monday to Sunday
Location(s): Canada : Ontario : Brampton || Canada : New Brunswick : Moncton || Canada : Ontario : Ottawa
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.
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.
Purpose
Contributes to the overall success of the Fraud, Fraud Operations 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
Accountabilities
Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
Investigates questionable credit card activity; contacts customers proactively; blocks accounts from further fraudulent activity.
Report and escalate any fraud trends/activities evidenced through customer conversations directly to management team
Works to minimize fraud losses through detection, investigation and mitigation; as such, this role actively contributes to the profitability of the organization by reducing losses.
Detect and prevent fraudulent activity with respect to the Bank’s credit cards and day to day banking by: o Analyzing alerts generated by various fraud detection tools and assessing the probability that fraud is occurring.
Making a decision, based on the analysis completed, to block the account or to contact the cardholder to discuss the activity.
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 Scotiabank cards at risk identified and action taken before fraudulent activity occurs
Share information on trends to ensure large scale fraud trends are identified and actioned quick
Communicate with branches and other Bank departments to resolve inquiries relative to fraud issues and/or complaints
Support the Bank’s annual Fraud Plan, and business objectives for the department by achieving and maintaining required service level standards
Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
Actively pursues effective and efficient operations of his/her respective areas in accordance with Tangerine’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
Champions a high performance environment and contributes to an inclusive work environment.
The role operates independently on a daily basis on a variety of fraud issues received from customers and other lines of business
Provides fraud detection and prevention services on Tangerine D2D and Credit Card portfolios · Follow customer problem resolution process to take ownership of customer concern and resolving customer issues at first point of contact
At minimum, achieve established daily, weekly and monthly KPI’s (Key Performance Indicators)
Attention to detail and ability to recognize risk to the Bank
Support the Bank’s annual Fraud Plan and business objectives for the department
Education / Experience / Other Information
Utilization of active listening skills and appropriate acknowledgment statements
Ability to work in a fast-paced environment
Proven interpersonal, communication and problem resolution skills
Ability to navigate between multiple applications/systems
Working knowledge of the application systems that support debit/credit card and alternate delivery channel products including TSYS, AS400, PRM, etc.
Working knowledge of basic PC applications (e.g. Microsoft Word, Microsoft Excel, Lotus Notes, etc.)
Strong critical thinker with good verbal and written communication skills
Previous Retail Banking and / or Advice/Call Centre experience is an asset
Requires a high school diploma or equivalent; post-secondary education in business or other related disciplines is as asset.
Strong analytical skills, attention-to-detail, and ability to make effective decisions
Bilingualism is required as this is a Customer-facing role.
Customer Service experience required, preferable in financial services industry
Working Conditions
Work in a standard office-based environment; non-standard hours are a common occurrence.
The position requires the use of a headset.
We offer PT and fixed shifts, working in a hybrid environment, to support the business needs of the Fraud Operations Department
Working outside of standard hours and Statutory/General holidays is required
Hours of Operation for the department are Monday to Sunday 8am -12 Midnight; Operating hours are subject to change depending on business needs.
Overnight team works 10PM to 8AM Monday to Sunday
Location(s): Canada : Ontario : Brampton || Canada : New Brunswick : Moncton || Canada : Ontario : Ottawa
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.
💡 Quick Summary
Seeking a career-building opportunity? The Fraud Detection Analyst, Tangerine Fraud Operations (18-months contract) position is now open for candidates interested in the Bank Jobs sector. This role in New York City offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
