Claims Analyst

Requisition ID: 159917

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

**PURPOSE OF JOB**
The Fraud Claims Analyst is responsible for reviewing fraud claims to ensure Bank losses are minimized by taking action to confirm that legitimate cardholder activity is not absorbed by the Bank and that chargeback remedies are pursued where applicable. During the file review, fraud patterns and emerging trends are identified and escalated in order that counter measures can be employed to prevent/mitigate further losses.

**KEY ACCOUNTABILITIES**:
**1. Adjudicate liability for fraud on all credit/debit/visa debit and commercial card products and alternate delivery channels by**:

- Analyzing the disputed transactions to determine if transactions are true fraud versus friendly/customer fraud
- Soliciting information from a variety of sources (branches/Security & Investigation, Chip PRM Analysis tool, customer’s previous history)
- Assessing known fraud patterns and scams

**2. Recover funds through chargeback process, Letters of Indemnity, customer fraud by**:

- Examining all AMEX transaction to CM Present to determine chargeback rights
- Inputting all Visa disputed transactions in PEGA Smart Dispute to determine chargeback recourse
- Contacting other FI’s to determine available funds and issue Letters of Indemnity
- Determining liability and debiting applicable branch(s) for not following procedure
- Reviewing drafts for irregularities to ensuring the bank does not absorb losses for legitimate cardholder activity (if applicable)

**3. Provide a high level of customer service by**:

- Responding to incoming telephone and written inquires from customers, branches and other Bank departments to resolve inquiries related to fraud issues and/or complaints, consistently adhering to the Bank’s customer service standards and polices. Our customers are often upset and concerned about the possibility fraud has occurred on their account; a great deal of tact, diplomacy and empathy are required in dealing with and defusing these situations.

**4. Provide quality control on all fraud related documentation provided by Fraud Inbound/Detection, Branch staff to ensure accuracy by**:

- Examining all accounts to ensure they are accurately statused on all applicable systems and electronic warning bulletin (exception file)
- Ensuring all fraudulent transactions are correctly marked on PRM system
- Ensuring replacement cards have been issued in accordance with procedures for all statused fraud accounts.
- Reporting any inconsistencies/inaccuracies to Management for resolution

**5. Contribute to the ongoing success and continuous improvement of Fraud department by**:

- Collaborating with team members and management as required with respect to current/emerging fraud trends.
- Providing feedback with respect to effectiveness of the department’s procedure and workflow to ensure continuous improvement.
- Making a positive contribution to our ability to achieve and maintain a highly motivated and effective Fraud Claim Team.

**6. Monitor trends such as account takeovers, scams and develop spreadsheets to assist the investigative offices and to determine liability. Escalate any known trend or scams to management to determine whether a new fraud detection rule is needed.**

**SKILLS**:
Sound knowledge of the Bank’s Credit, Amex, Debit, Visa Debit, Commercial Card products and Alternate Delivery Channels.

A thorough knowledge of the policies, systems and procedures that support them - RDARS, VROL, GNSweb, FASTRACK, KS, CIS, MV, KT, TSYS, AS400 Image, Case Management, PRM, PEGA Smart Dispute, Intra-Link (Sales Builder; IRIS), EFMS, Symcor and working knowledge of branch processes and procedures. Accounting skills: balance fraud & customer new account.

They must have excellent written and verbal communication skills in order to effectively communicate with customers and Branch network.

**COMPLEXITY OF POSITION - (knowledge/skills required to successfully perform the accountabilities)**:
The incumbent must have a minimum of two years working experience in the payment card industry and have a sound knowledge of the issuing and acquiring business. He/she must be fully conversant with the Bank’s domestic credit/debit and commercial card programs and alternative delivery channels and the systems that support them.

Fraud is a learned skill; handling new fraud trend is not documented in our procedures. These skills take approximately 6 months to a year to become proficient in how to handle the various fraud types. Knowledge of branch procedures is also a critical component of working fraud files.

They must also have excellent analytical skills to make quick rational and logical deductions at times with limited information in order to accurately investigate liability and not put the Bank at risk for a FCAC/OBSI and media claim.

They must be able to take initiative and work independe