Fraud Claims Analyst, Bilingual

1 month ago

Toronto, Canada Tangerine Full time

**Requisition ID**: 210928

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.

As Canada’s leading digital bank, Tangerine technology is at the heart of everything we do. We have redefined what digital banking is, and we continue to evolve to tackle any opportunity and face every challenge through progressive technology and the power of collaboration.

Do you like new challenges? Are you ready to reach new heights in your career and become part of an established disruptor? If so, come join us and help redefine the Canadian banking landscape

**What you will be doing**:
The Bilingual Fraud Claims Analyst will contribute to the overall success of the Fraud Claims & Support Services team in Canada for the resolution and processing of all card payment disputes, merchant chargebacks and fraudulent claims. You will ensure that specific individual goals, plans and initiatives are executed / delivered in support of the team’s business strategies and objectives, and all activities conducted are in compliance with governing regulations, internal policies and procedures.

**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.
- Investigate questionable credit card activity; contacts customers proactively; blocks accounts from further fraudulent activity.
- Have strong listening skills with the ability to solve practical Fraud claims, by collecting all necessary data while probing for additional details and determine best course of action.
- Adjudicate liability for fraud/disputes on Tangerine Credit Card
- Provide quality decisions to minimize losses and improve profitability on accounts by using solid knowledge of the fraud and disputes process for the bank to enhance the customer experience and reduces costs while increasing profitability
- Prepare or directing the preparation of chargeback authorizations, Pre-arbitration documents and arbitration proceedings under the MasterCard regulations, and exercising sound judgment based on thorough investigations and analysis.
- Provide feedback with respect to effectiveness of the department’s procedure and workflow to ensure continuous improvement.
- Ensure the delivery of customer service fosters overall customer satisfaction consistent with Tangerine’s standards by providing customers with timely resolution to transactions consistent with the Bank’s core values.
- Actively pursue effective and efficient operations of his/her respective areas in accordance with Tangerine’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
- Handle indemnity requests through the proper channels to ensure quick resolution with mínimal impact to the customer
- Manage the Tangerine Fraud Claims inbox to monitor all incoming customer inquiries, merchant doc requests and claim follow ups.
- Champion a high performance environment and contributes to an inclusive work environment.

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

- Customer service experience, demonstrated commitment to providing quality customer service
- Ability to confidently take on high workload, while prioritizing and multitasking, with a commitment to delivering superior client experience
- Strong analytical skills
- Utilization of active listening skills and appropriate acknowledgment statements
- Attention to detail
- Capability to build customer loyalty through listening, relationship building, and professional and persuasive communication skills
- Ability to work in a fast-paced environment
- Proven interpersonal, communication and problem resolution skills
- Good analytical, verbal, and written communication skills
- Must have acceptable attendance, behavior and performance
- Fluency in both English and French language skills (reading, writing, and spoken)
- Previous Fraud/Dispute experience would be considered an asset
- Post-secondary education in business or other related disciplines would be considered an asset

**What's in it for you?**
- You will be part of a diverse and inclusive team of Client-focused go-getters looking to learn from each other in an environment that celebrates and recognizes success
- You will have access to thousands of online and in person courses so you can shape your career growth

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