Title:  Senior Fraud Analyst, Fraud Prevention (18-month contract)

Requisition ID: 234494

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.

The Risk Management mandate is to provide oversight, monitoring and reporting of all operational, credit and market risks, including fraud exposures on an enterprise-wide basis. It is comprised of four well-defined functions: Operational Risk Management, Retail Credit Risk Management, Wholesale Credit Risk Management and Market Risk Management.

The Senior Analyst, Fraud Prevention, supports Tangerine for the onboarding and first party fraud risk review of bank onboarding clients and their relationships.  This role is a function of the Fraud Prevention area and is the 1st line of defense to prevent potential fraud risk.

Reporting directly to the Senior Manager, Fraud Operations and operating within a 24/7 fraud operation framework, this role supports all related account analysis and verification. Additionally, this role will articulate fraud trends with internal fraud stakeholders including FEC, Fraud Analytics and Fraud Governance. This role is critical in mitigating fraud risk while continuing to support Tangerine’s commitment to an excellent client experience.

Analyze the alerts generated from the various system identifying potential fraudulent or unusual transactions by:

• Reviewing application risk warning indicators, queueing priority by risk level, operational effectiveness analysis and related activities;
• Reviewing customer account information in respect of the alerts, summarizing the referential information and determining if/how to investigate the account(s) activity;

• Review risk warning indicators, including account history and if necessary request supporting documentation (e.g. Identification, paystub, bank statements, / or cheques);
• Analyze, research and evaluate all NAV related loss events to determine NAV vulnerabilities.

Take action on alerts effectively and efficiently to ensure the risk to the Bank is minimized:

• Complete fraud application screening;
• Determining whether the alert is unusual enough to warrant further review. If not, close the alert with comments. If yes, proceed with high risk verification with the client;
• Work application fraud queues for high risk onboarding and related workflows including referrals from internal business teams and specific internal solutions;
• Ensuring all recommended action has been recorded and appropriate systems updated.

Assist with documenting, recording, recovery, and/or reporting for fraudulent activities as required by:

• Entering the incident into PPM where there is a loss incurred on a fraud application;
• Document detail notes for case and account management as required
• Confirm and mark fraudulent events within the PRM database
• Entering the completed review into Citadel when fraud has been identified or activity appears to be unusual

Contribute to the overall effectiveness and efficiency of the Department by:

• Liaise with internal departments for NAV related accounts and/or strategies.
• Provide recommendations to drive strategy changes for management, Fraud Analytics and Governance.
• Review and handling of escalations related to NAV strategy with affected internal business teams (FEC, Contact Centre/SRA, CBS) with root cause analysis and recommendations to management;
• Complete evidence management and marking (e.g. device risk, and other risk attributes).
• Identifying, analyzing and escalating new fraud patterns that are identified through the use of various alert systems;
• Escalating alerts to Management that cannot be completed in a timely basis.
• Proactive account risk mitigation, treatment and execution to both prevent losses and support optimization initiatives.

Ensure that the customer service provided is of the highest quality by:

• Providing conclusions resulting from the work performed that are well thought out, accurate and complete;
• Making decisions when situations involve some uncertainty, documenting the facts that will support the reason for the decision

• Ensure the confidentiality and privacy of information is maintained at all times, as per the Bank’s guidelines.

Responsible for understanding and complying with the Regulatory Compliance Framework including the Anti-Money Laundering/Anti-Terrorist Financing and Sanctions Policy and all AML related policies, procedures and controls within the department.

Other duties as assigned.

• Education/Experience
• University or College Degree an asset
• Minimum 3-5 years of experience in the Financial Industry
• 1-2 years of experience working in a fraud function

• • Call Centre experience in a debit/credit card environment an asset

• General knowledge of debit card/Interac processes an asset
• Specialized Knowledge
• Fluency in French is an asset
• Working knowledge Fraud Detection applications
• Technical Skills
• High degree of computer literacy and keyboard
• Abilities
• Ability to work in a dynamic environment where processes and procedures are constantly refined
• Ability to work effectively as an individual and in a team, with minimal supervision

• • Ability to remain professional and empathize with the situation of an irate and/or upset customer
  • Strong listening skills with the ability to assess the needs and concerns of the customer

• Attributes
• Strong verbal written and communication skills in English
• Strong interpersonal skills
• Strong attention to detail and organizational skills

The Senior Fraud Deterrence Analyst will be working in a traditional office environment and may be subject to special working conditions as needed by the business. As part of the 24/7 Fraud Operation Framework, special working conditions may cover a range of circumstances from regular evening and weekend work, overtime, shift work, working outdoors and/or working with challenging clients.

Location(s):  Canada : Ontario : Ottawa || Canada : Ontario : Toronto

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.