Title:  Bilingual Fraud Claims Analyst (12-Month Contract) - Tangerine

Requisition ID: 201040

Tangerine is Canada’s leading direct bank. We offer flexible and accessible banking options, innovative products, and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities, and that includes our own internal community. It’s important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

As Canada’s leading digital bank, Tangerine technology is at the heart of everything we do. We have redefined what digital banking is, and we continue to evolve to tackle any opportunity and face every challenge through progressive technology and the power of collaboration.

Do you like new challenges? Are you ready to reach new heights in your career and become part of an established disruptor? If so, come join us and help redefine the Canadian banking landscape!

What you will be doing:

You will contribute to the overall success of the Fraud Claims & Support Services team in Canada for the resolution and processing of all card payment disputes, merchant chargebacks and fraudulent claims. You will ensure specific individual goals, plans and initiatives are executed / delivered in support of the team’s business strategies and objectives, and all activities conducted are in compliance with governing regulations, internal policies and procedures.

Is this role right for you? In this role, you will:

• Collect all necessary data while probing for additional details to determine the best course of action for solving fraud claims, while enhancing customer experience, and minimizing losses 
• Adjudicate liability for fraud/disputes on Tangerine Credit Card
• Preparing or directing the preparation of chargeback authorizations, Pre-arbitration documents and arbitration proceedings under the MasterCard regulations, and exercising sound judgment based on thorough investigations and analysis
• Ensure the delivery of customer service fosters overall customer satisfaction consistent with Tangerine’s standards by providing customers with timely resolution to transactions consistent with the Bank’s core values
• Handle indemnity requests through the proper channels to ensure quick resolution with minimal impact to the customer
• Manage the Tangerine Fraud Claims inbox to monitor all incoming customer inquiries, merchant doc requests and claim follow ups

Do you have the skills that will enable you to succeed in this role? - We'd love to work with you if you have:

• Fluency in both English and French is required (reading, writing, and spoken)
• Experience working with Mastercard products is required 
• Experience using the following systems is required: Microsoft office and TSYS is required
• Must be available to work from Monday to Friday, from 8 AM to 4 PM EST (including occasional statutory holidays/weekends), shifts are subject to change
• Previous Fraud/Dispute experience is required
• Post-secondary education in business or other related disciplines would be considered an asset
• Customer Service experience required, preferable in financial services industry
• Strong analytical skills, attention-to-detail, and ability to make effective decisions
• Proven interpersonal, communication and problem resolution skills

What's in it for you?

• You will be part of a diverse and inclusive team of Client-focused go-getters looking to learn from each other in an environment that celebrates and recognizes success!
• You will have access to thousands of online and in person courses so you can shape your career growth with the support from diverse industry leaders.
• You will get our help to save for your future and to invest in your total wellbeing through our Tangerine benefits*
• You belong here, we are equal and un-complicated. Bring your true self to work, dress codes don’t apply here.
• You will enjoy workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors

*Tangerine employees participate in Scotiabank’s pension & benefits programs (available to permanent employees)

Location(s):  Canada : New Brunswick : Moncton || Canada : New Brunswick : Dieppe

At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.