Fraud Prevention Technical Specialist
4 weeks ago
Beyond the NumbersTM
At Laurentian Bank, we are dedicated to transforming the banking experience for the better. Established in Montreal in 1846, Laurentian Bank empowers families, businesses, and communities to flourish. Currently, our team comprises over 2,800 professionals collaborating as One Team to deliver a comprehensive range of financial services and advisory solutions for clients across Canada and the United States. Our success is driven by prioritizing our clients, making informed decisions, acting with courage, and fostering an inclusive environment.
This position is part of Laurentian Bank. The technical analysts within the Laurentian Bank Financial Group Anti-Fraud Centre play a crucial role in efficiently managing client inquiries via telephone. They assess inquiries to determine which cases require escalation to the Anti-Fraud Centre for further analysis by senior analysts. The responsibilities include responding to client calls, securing debit and credit card accounts or electronic funds transfer profiles in cases of fraud, directing pertinent inquiries to senior analysts, initiating investigation files, and reinstating accounts upon client confirmation of transactions.
Working Hours: Monday to Friday 11h30-20h00
Key Responsibilities
The incumbent will be tasked with:
- Managing calls related to lost or stolen cards
- Addressing alerts within our transaction monitoring systems
- Providing reassurance to clients who have experienced fraud, implementing protective measures for their accounts, initiating investigation files, and forwarding inquiries to analysts
- Facilitating the replacement of cards and access codes
- Authorizing cash advances and purchases for merchants in accordance with established protocols
- Assisting clients with automated banking machines, IVRS, and other electronic networks, while overseeing relevant subscriptions and modifications
- Informing clients about the Bank's policies and procedures, including pricing structures
- DEC
- Minimum of two years in customer service
- Self-sufficiency
- Capability to perform under pressure and meet deadlines
- Proficiency in a Windows environment and familiarity with Microsoft Office software
- Knowledge of an additional language is advantageous
- Required Qualification - Professional working proficiency in both French and English is essential, as the role involves frequent written and verbal communication on complex matters with internal and external stakeholders in both languages
- Knowledge of another language is a plus
What Laurentian Bank Offers
The total compensation provided by Laurentian Bank includes a wide array of benefits, underscoring our commitment to the well-being and success of our employees.
Here are some highlights of our offerings:
- The actual annual base salary will consider internal equity, skills, and experience among other factors.
- Total compensation: Receive a comprehensive compensation package that features annual reviews and performance-based bonuses.
- Work model: We emphasize a hybrid work model based on business requirements.
- Stock purchase plan: Become not just an employee, but a shareholder of Laurentian Bank. Employer matching enhances your investment.
- Time off: In addition to paid vacation, we offer floating days and leave options to cater to the diverse needs of our employees.
- Health and wellness: Prioritize your health and well-being with access to healthcare professionals, our Employee and Family Assistance Program (EFAP), and a Stress Management and Well-Being Program.
- Group insurance and pension: We provide a competitive insurance program tailored to your family's needs and a defined contribution pension plan to help you prepare for the future.
- Financial benefits: As a Laurentian Bank employee, you are the best ambassador for our products and services. Enjoy exclusive employee-only offers on a variety of products, including insurance, hotels, train tickets, spas, and more.
We are dedicated to fostering a fulfilling professional environment where your skills are appreciated, and your well-being is prioritized. Join us for a rewarding career at Laurentian Bank.
Inclusion and Accessibility
At Laurentian Bank, we believe in the importance of belonging. We are committed to cultivating an inclusive workplace that reflects the diversity of our clients and communities, ensuring that everyone feels valued and can thrive. We encourage applications from individuals from equity-deserving groups, including Indigenous persons, racialized individuals, persons with disabilities, marginalized genders, and the 2SLGBTQIA+ community.
We strive to provide a flexible and accessible work experience that is inclusive of all. If you require any accommodations, please inform us.
PIPEDA
We may collect, use, or disclose your personal information for the purpose of establishing an employment relationship with you.
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