Bilingual (French/english) Inbound Fraud Analyst

3 weeks ago

Moncton, Canada Tangerine Full time

**Requisition ID**: 209643

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.

**What you will be doing**:
The Analyst, Inbound Fraud answers inbound calls for fraud-related inquiries. The incumbent is required to review unusual activity with customers, complete lost reports and itemize fraud transactions, obtain details for card replacement and communicate with various departments within the bank. The incumbent utilizes specific call handling procedures for mitigating potential fraud losses, while branding Scotiabank/Tangerine to create a rewarding and engaging experience for our customers.

**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.
- Provide customers with excellent service levels within the parameters of the department environment by effectively managing the workload and staying actively available to receive customer requests by:

- Respond to incoming telephone and written inquiries from customers and other Bank departments to resolve inquiries relative to fraud issues and/or complaints.
- Authorize transactions declined due to fraud mitigation rules set on the Bank’s host system or fraud monitoring tools, based on reasonable assurance that the transaction is legitimate or declining transactions that are highly suspicious.
- Complete on-line fraud reports, ensuring the correct action is taken when inputting the option for resolution while at the same time arranging for expedient expediting resolution for customers affected by fraud.
- Handle transferred calls from Contact Centers when cardholders are reporting disputed transactions on lost/stolen cards and ensure accounts are statused on all applicable systems and electronic warning bulletins.
- Achieve and maintain required service level standards by:

- Operate at optimal efficiency of the department by ensuring productivity goals are attained;
- Minimize Fraud risk and losses by adhering to Scotiabank’s policy, procedures and key controls;
- Adhere to all company/department policies, procedures and audit requirements;
- Prioritize and processing customer requests (i.e. inquiries, transactions, case work) in a timely and efficient manner; and
- Strictly adhere to schedules thereby ensuring prompt customer service and response time.
- Participate actively in team activities/initiatives and taking responsibility for self-learning and development. Participate actively and contribute to overall team objectives by:

- Learn and embrace new procedures, technologies, and processes;
- Participate in and supporting change initiatives for the team and the department;
- Contribute to effective team morale and employee relations through positive interaction with team members and participating in the Applause program; and
- Take ownership of his/her development plan, working with the manager in the identification of skills, behaviors and competencies required to achieve goals.
- Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
- Actively pursue effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct

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

- Utilization of active listening skills and appropriate acknowledgment statements
- Ability to work in a fast-paced environment
- Proven interpersonal, communication and problem resolution skills
- 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.
- Bilingualism is required as this is a customer-facing role.
- Customer Service experience required, preferable in financial services industry.

**Hiring & Training Details**:

- Our Customer Contact Centre is located at Terminal Station, 1234 Main St, Moncton, NB
- Position Start Date: December 12 2024

Position Status: Full Time (37.5 hours per week)

**T

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