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- Review established detection system-generated alerts to identify fraudulent activity related to transactions, compromised accounts, and account openings
- Investigate risk identified, make sound subjective decisions to escalate risky accounts, place and remove restrictions on accounts, secure compromised accounts
- Determine action required based on established procedures to protect the Bank's assets; work with supervisor on handling more complex cases
- Place appropriate hold on accounts deemed to have fraudulent activity. Track and document action taken in a timely and correct manner to provide a record of activity and meet audit and compliance requirements
- Build rapport in communication with customers, merchants, financial institutions, and other personnel to resolve system problems or request additional information and / or documentation to support a decision on whether fraudulent activity has occurred
- Meets established goals for all metrics, including call and case quality, productivity and customer acquisition by focusing on maximising service to customers
- Assist in identifying and developing process enhancements to maximize efficiency of fraud detection activities as required
- Identify risk and prevent loss from fraud reports, referrals from fraud email box, and return items (multiple sources/platforms)
- Remains current on latest trends in industry, national and world fraud trends and prevention, and recommends tools, services and practices for improvement
- Completes ongoing compliance and remedial training as scheduled
- Works closely with Financial Crime to escalate cases where appropriate
- Amazing customer service!
- Strong understanding of the customer service experience
- Must be self-directed, detail oriented, driven, and able to work independently in a team-oriented and fast paced environment.
- Good analytical and problem-solving skills
- Has flexibility to work late or arrive early as workload demands
