RBC Insurance advisor providing life insurance and financial guidance to Quebec clients. Building a client portfolio through prospecting, referrals, and relationship management.
About the role
- Bilingual Fraud Analyst investigating card-related financial crime and supporting customers. Equitable Bank innovator analyzing fraud risks, alerts, evidence, and transaction activity.
Responsibilities
- Conduct investigative analysis to identify, assess, decide on, and report activity indicating exposure to financial crimes
- Manage inbound calls and assist clients during investigations
- Evaluate, document, manage, and escalate potential threats and investigations according to standard operating procedures
- Monitor inbound fraud queues and service clients
- Monitor and analyze information from detection systems, tools, reports, or manual sources to evaluate risks, investigate, and determine required actions
- Collect and safeguard evidence and information for incident reports, loss prevention, litigation, criminal prosecution, management information, statistics, and process improvements
- Document investigative actions and findings; maintain account, case, database, and investigation log files
- Analyze data and information to provide insights and recommendations
- Execute routine service requests, transactions, and queries within service level agreements
- Notify and provide information or instructions to internal and external stakeholders regarding incidents
- Handle complex tasks and escalations from other employees
- Investigate fraudulent activity involving customer transactions
- Analyze fraud alerts and high-risk account behavior or transactions and determine legitimacy
- Prepare fraud incident reports and identify types and linkages
- Identify fraud trends and support data analytics solutions to mitigate newly identified risks
- Remain current on industry trends, education, products, privacy laws, and related developments
- Receive direction from the Senior Manager, Financial Crime Management, and other senior leadership as appropriate
Requirements
- 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 the internet, emerging online payment methods, and related vulnerabilities
- Process- and detail-oriented
- Excellent time management skills
- Excellent communication and interpersonal skills
- Flexibility to work varying business hours and days
- Ability to work independently with minimal supervision and perform under pressure within tight time constraints
- Strong analytical skills with attention to detail
- Ability to effectively manage assigned inquiries and communications with business units
- Ability to conduct 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
- Must successfully pass a criminal background check and credit check to qualify for employment
Benefits
- Competitive discretionary bonus
- Market-leading RRSP matching program
- Medical, dental, vision, life, and disability benefits
- Employee Share Purchase Plan
- Maternity/parental top-up while you care for your little one
- Generous vacation policy and personal days
- Virtual events to connect with fellow colleagues
- Professional development and comprehensive Career Development program
- A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience
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