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About the Role
As a Fraud Analyst – Cards, you will conduct investigative analysis to identify, assess, decision, and report on activity that indicates an exposure to financial crimes. You will manage inbound calls and assist clients, ensuring potential threats and investigations are evaluated, documented, managed, and escalated according to standard operating procedures. You will provide subject matter expertise and oversight of criminal risk by following a disciplined and intelligence-based approach to detection and research of activities and events in alignment with EQ Bank’s fraud program and standards to ensure compliance, as well as support trending, analysis, and insights generation.
Responsibilities
- Contribute to continuous improvement of processes and customer experience by formulating recommendations and optimization paths.
- Monitor inbound fraud queues and provide support to concerned clients.
- Monitor and analyze alerts, reports, and information from various detection tools to assess potential risks, conduct investigations, and determine appropriate actions.
- Participate in the collection and preservation of evidence and information necessary for investigations, loss prevention, legal proceedings, criminal prosecutions, management reports, and improvement initiatives.
- Rigorously document actions taken and investigation conclusions to maintain complete and up-to-date records.
- Analyze data and produce recommendations to better understand observed trends and risks.
- Perform various routine operational tasks, including processing service requests, transactions, and queries, in compliance with established service levels.
- Communicate necessary information, notices, and instructions to internal and external partners when a situation requires it.
- Handle complex and diverse cases in compliance with current policies, sometimes including processing escalations from other team members.
- Perform any other related responsibilities or mandates as assigned according to organizational needs.
Requirements
- Post-secondary education.
- Minimum of 2 years of experience in Fraud and/or Risk Management in the Financial Industry.
- Minimum of 2 years of 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.
- Self-starter capable of making sound decisions efficiently in identifying potential fraud risks while adhering to all bank policies, procedures, and applicable legislation.
- Ability to work independently with minimum supervision and perform under pressure within tight time constraints.
- Strong analytical skills with attention to detail.
- Ability to 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 pass a criminal background check and credit check.
Skills
- Fraud prevention
- Risk management
- Financial industry
- Customer service
- Microsoft Office Suite (Word, Excel)
- Fraud monitoring tools and techniques
- Online payment methods
- Digital environments
- Communication
- Interpersonal skills
- Time management
- Prioritization
- Analytical skills
- Attention to detail
- Multitasking
Location
- Canada
Work Type
- Full-time
- Permanent
Experience Level
- 2+ years
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
- Professional development and comprehensive Career Development program
About the Company
- We are a challenger bank that innovates the banking experience, offering Canadians better options.
- Our team is made up of inquisitive and agile minds that find smarter ways of doing things.
- We serve more than 800,000 people across Canada through Equitable Bank, Canada's Challenger Bank™, and have been around for more than 50 years.
- Our wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than six million members.
- Together we have over $142 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives.
- Our EQ Bank digital platform (eqbank.ca) has been recognized on the Forbes World's Best Banks list since 2021.
Equal Opportunity
- Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thrive when we honour and celebrate everyone’s diverse experiences and perspectives.
- We commit to providing a barrier-free recruitment process and work environment for all applicants. Please let us know of any accommodations needed so that you can bring your best self to the application process and beyond.