Fraud and Loss Prevention Specialist

8 months ago

Halifax, Canada East Coast Credit Union Full time

**Fraud and Loss Prevention Specialist**

**Flexible Location, Nova Scotia**

Are you ready for a new career journey at Nova Scotia's largest credit union? Join our dedicated team at East Coast Credit Union, where commitment to community, member satisfaction, and financial excellence are the foundation of everything we do.

East Coast Credit Union is a community-driven financial institution committed to a better banking model. A credit union is like a bank in many ways, but with cooperative ownership and special focus on people, not profits. We redefine the definition of local and bring Nova Scotians from many regions together with honest lending, savings, and investment products. Be part of an organization committed to fostering growth and empowering individuals on our team and in our East Coast community.

Reporting to the Senior Manager, Risk and Compliance, the **Fraud and Loss Prevention Specialist** plays a crucial role in safeguarding the overall security and protection of our members and our Credit Union. Working directly with our members, the incumbent diligently addresses and resolves concerns pertaining to suspicious activities impacting members' accounts.

**You would**
- Enhance member service by promptly addressing escalated concerns about potentially suspicious activities on members' accounts through inbound calls from both members and front-line staff. Proactively contact members regarding alerts of potentially suspicious activities.
- Deliver clear and concise information to reassure both members and front-line staff and ensure inquiries are resolved promptly. Maintain an appropriate balance between effective fraud prevention measures and a positive member experience.
- Obtain pertinent information; accurately and efficiently document all actions and decisions in line with policies and procedures as appropriate. Maintain comprehensive records of interactions and outcomes for reporting and analysis purposes.
- Escalate serious incidents to the Senior Manager, Risk and Compliance and/or VP, Support Services and Risk.
- Oversee the decision-making process regarding return or payment of items flagged as potential fraudulent transactions.
- Monitor various reports and make appropriate decisions on when to verify transactions. Conduct investigations into potentially suspicious activities, analyzing data and providing reports to Management on findings. Utilize and maintain proficiency in fraud detection tools and technologies.
- Collaborate closely with internal teams to offer detailed research, support, and insights.
Identify training needs for frontline staff based on escalations and assist in developing targeted training programs to address those areas.
- Develop, maintain, and oversee procedures pertaining to Loss Prevention, encompassing both existing protocols and the implementation of new ones. Collaborate with internal stakeholders on Third Party Agreements to help develop procedures/policies, identify risks and adhere established standards to relationships while protecting the interests of the Credit Union and its members.
- Keep abreast of evolving trends and tactics. Engage in ongoing training to stay updated on industry-leading practices. Keep internal teams informed of findings and potential future risks.
- Create, compile, and present data and statistical information on a monthly, quarterly, and annual basis.
- Provide input and feedback to enhance fraud prevention strategies. Proactively identify areas for enhancing internal processes and member communication.
- Work with External Stakeholders and Partners including the Atlantic Central Loss Prevention Team on Risk Protection Solutions such as the Credit Union Property and Casualty (CUPAC) Insurance and The Credit Union Bonding Program (TCUBP) and oversee insurance coverages, renewals, and claims.
- Work with system partners including but not limited to Atlantic Central, League Data, Central One, and Everlink to ensure consistent practices.
- Completes additional duties as required.

**You have**
- Completed a degree in Business Administration, Commerce, or related field (or other relevant academic experience).
- A minimum of three to five years in fraud prevention or equivalent combination of education and experience in Risk Management/Loss Prevention.
- A designation in Fraud or Loss Prevention (CFE/LPC), or be willing to obtain one.
- Experience in the financial industry and/or contact centre environment would be considered an asset.
- Familiarity with fraud detection tools and technologies (FAS, OAS, EFM, FAM, etc.) would also be considered an asset.

**You are**
- Passionate about providing exceptional member service.
- Self-motivated with a strong work ethic.
- A critical thinker with problem-solving skills.
- Accurate and have a high attention to detail.
- A great communicator with time management skills.

**We offer**
- Outstanding culture and opportunity to join an engaged and community-focused team.
- Competitive compensat

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