Fraud Officer

• Provides input and develops recommendations for process and customer service improvements. 

• Stays abreast of financial crimes risk trends, relevant regulations and compliance standards. 

• Monitors and analyzes various information provided through detection systems, tools, reports, or manually to evaluate, investigate and determine required actions. 

• Supports the collection of evidence and information to be used for multiple purposes including incident reports/filings, loss prevention, litigation and criminal prosecution, management information and statistics, and process improvements. 

• Documents actions and information found throughout the investigation to develop and maintain account/case files. 

• Develops and maintains an understanding of the financial crime management processes, frameworks and techniques. 

• Gathers and formats data into regular and ad-hoc reports, and dashboards. 

• Analyzes data and information to provide insights and recommendations. 

• Executes routine tasks such as service requests, transactions, queries etc. within relevant service level agreements. 

• Provides notification, information and instructions to internal/external stakeholders related to incidents as necessary. 

• Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees. 

• Analyzes issues and determines next steps. 

• Broader work or accountabilities may be assigned as needed. 

Job Complexities / Thinking Challenges: 

• The position requires the incumbent to be a self-starter and make sound decisions as efficiently as possible in identifying potential fraud risks while ensuring all bank policies, procedures and all applicable legislation is adhered to 

• Ability to work independently, with minimum supervision and perform under pressure and within tight time constraints 

• Strong analytical skills with attention to detail 

• Effectively manage assigned inquiries and communication with the Business Units 

• Ability to have difficult conversations with customers 

• Exceptional multitasking skills with the ability to prioritize 

• Proven ability to build customer loyalty through active listening, relationship building and professionalism 

Authority/Decision Making/Direction Received:  

• Receives direction from the Senior Manager, Financial Crime Management, and other members of Senior Leadership Teams as appropriate on significant regulatory, reputational risk and policy matters 

Accountability: 

• Investigate fraudulent activity with respect to customer transactions 

• Analyzing alerts generated from fraud incidents and/or other sources 

• Making decisions based on the analysis completed 

• Managing inbound/outbound calls 

• Achieve and maintain established service level agreements 

• Analyze fraudulent/high risk account behaviour/transactions and determine legitimacy of behaviour/transactions and perform analysis on customer account to identify potential fraudulent incidents 

• Prepare fraud incident reports identifying types and linkages to ensure accurate documentation to substantiate case and provide critical information as required 

• Collect and safeguard investigation evidence 

• Maintain all databases and logs pertaining to investigations 

• Identify fraud trends and support data analytics solutions to mitigate the newly identified risk 

• Remain current and up to date on industry trends/education/products/privacy laws/etc 

Key Internal and External Contacts: 

• The incumbent will communicate daily with management and staff within the Bank as well as external contacts (as required) 

Physical Demands / Working Conditions: 

• The incumbent works in a standard office environment 

• The workload is demanding and subject to tight timeframes to produce results. There is frequently a need to re-prioritize activities due to urgent internal and external demands, deadlines and emergencies and extra hours may be required. 

• Hours of Operation: Rotating shifts Monday-Sunday 9AM-12:00AM 

• Hybrid work is expected with 1-5 days in person depending on the level and seniority of the role