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About the Role

The Fraud Officer conducts investigations to identify, assess, decision, and report on activity indicating financial crimes exposure. This role ensures potential threats and investigations are evaluated, documented, managed, and escalated according to standard operating procedures, providing subject matter expertise and oversight of criminal risk through an intelligence-based approach to detection and research in alignment with EQ Bank’s fraud program and standards.

Responsibilities

• Provides input and develops recommendations for process and customer service improvements.
• Stays abreast of financial crimes risk trends, relevant regulations, and compliance standards.
• 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 for incident reports/filings, loss prevention, litigation, criminal prosecution, management information, statistics, and process improvements.
• Documents actions and information found throughout the investigation to develop and maintain account/case files.
• Develops and maintains an understanding of financial crime management processes, frameworks, and techniques.
• Gathers and formats data into regular and ad-hoc reports and dashboards.
• Analyzes data and information to provide insights and recommendations.
• Executes routine tasks such as service requests, transactions, and queries within relevant service level agreements.
• Provides notification, information, and instructions to internal/external stakeholders related to incidents as necessary.
• Completes complex and diverse tasks within given rules/limits, potentially including handling escalations from other employees.
• Analyzes issues and determines next steps.
• Broader work or accountabilities may be assigned as needed.
• 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.
• Managing inbound/outbound calls.
• Achieve and maintain established service level agreements.
• Analyze fraudulent/high risk account behaviour/transactions and determine legitimacy.
• Perform analysis on customer accounts to identify potential fraudulent incidents.
• Prepare fraud incident reports identifying types and linkages to ensure accurate documentation to substantiate cases 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 newly identified risks.
• Remain current and up to date on industry trends, education, products, and privacy laws.

Requirements

• 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.
• Working SQL knowledge.
• Process and detail oriented.
• Excellent time management skills.
• Excellent communication and interpersonal skills.
• Flexibility required with business hours/days.
• Self-starter capable of making sound decisions efficiently in identifying potential fraud risks while adhering to bank policies, procedures, and legislation.
• Ability to work independently with minimum supervision.
• Ability to perform under pressure and within tight time constraints.
• Strong analytical skills with attention to detail.
• Effectively manage assigned inquiries and communication with 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.
• Must successfully complete a criminal background check and credit check.

Skills

• Fraud monitoring tools and techniques
• Internet, emerging online payment methods and vulnerabilities
• SQL
• Microsoft Office (Word, Excel, etc.)
• Communication
• Interpersonal skills
• Time management
• Analytical skills
• Active listening
• Relationship building
• Professionalism

Location

• Toronto, ON

Work Type

• Hybrid

Experience Level

• 2+ years’ experience in Fraud and/or Risk Management in the Financial Industry
• 2+ years’ customer service experience within the Financial Industry

Education Level

• Post secondary education

Benefits

• Competitive discretionary bonus
• Market leading RRSP match program
• Medical, dental, vision, life, and disability benefits
• Employee Share Purchase Plan
• Maternity/Parental top-up
• Generous vacation policy and personal days
• Virtual events to connect with your fellow colleagues
• Professional development and comprehensive Career Development program

About the Company

• At EQ, we're remaking banking so every Canadian gets ahead, every day.
• Serving nearly 4 million Canadians from coast to coast, we offer a wide variety of financial services from banking and lending, to trust and credit union solutions.
• We've been at this since 1970, challenging the conventions of traditional banking with smarter, faster, and more connected financial experiences.
• EQB Inc. (TSX: EQB) is the parent company of Equitable Bank, the country's seventh-largest Schedule I bank by assets, which operates EQ Bank, Canada's Challenger Bank™.
• EQB Inc. serves nearly 4 million Canadians and manages approximately $150 billion in combined assets under management and administration.

Equal Opportunity

• EQ is committed to building an inclusive, accessible environment where every employee feels valued, respected, and supported.
• We believe our organization is stronger — and our people thrive — when we honour and celebrate diverse experiences, identities, and perspectives.
• We’re equally committed to supporting your growth, both professionally and personally.
• We provide a barrier‑free recruitment process and work environment.
• If you require accommodations at any stage, we will work with you to ensure you can bring your best self to the process and beyond.