Fraud Officer

Join a Challenger At EQ, we're remaking banking so every Canadian gets ahead, every day. Serving nearly 4 million Canadians from coast to coast, we offer a wide variety of financial services from banking and lending, to trust and credit union solutions. We've been at this since 1970, challenging the conventions of traditional banking with smarter, faster, and more connected financial experiences. What's kept us moving? The people behind it all: challengers who ask better questions, push back on old assumptions, and look for a better way forward. If you're driven to help reshape how banking works for Canadians and the businesses that power our economy, this could be your next big opportunity. We can't wait to get to know you!

The Work

Fraud Officer conducts investigations to identify, assess, decision and report on activity that indicates an exposure to financial crimes. Ensures potential threats and investigations are evaluated, documented, managed and escalated by following standard operating procedures. Provides subject matter expertise and oversight of criminal risk by following a disciplined and intelligence-based approach to detection and research of activities and events in alignment with EQ Bank's fraud program and standards to ensure compliance as well as support trending, analysis and insights generation.

The Core Responsibilities

• 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.

Let's Talk About You

• Post secondary education.
• 2+ years' experience in Fraud and/or Risk Management in the Financial Industry.
• 2+ years' customer service experience within the Financial Industry.
• Advanced Microsoft Office (Word, Excel, etc.) skills.
• Knowledge of fraud monitoring tools and techniques.
• Knowledge of internet, emerging online payment methods and vulnerabilities.
• Working SQL knowledge.Process and detail oriented.
• Excellent time management skills.
• Excellent communication and interpersonal skills.
• Flexibility required with business hours/days.

Areas of Focus

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

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

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