Job Description

Requisition ID: 188287

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:

As the Fraud Claims Manager, Fraud Operations (Mastercard), you will be responsible for managing the Claims Team to meet operational, financial and service requirements. Oversees the intake, investigation and processing of all 1st Party and 3rd Party Fraud as well as Visa Debit disputes. Being a Fraud Claims Manager assures timely and proper dispositions of claims based on policy provisions. Additionally, will be required to prove recommendations and implement best practices to ensure complete and thorough claim settlements and investigations following company policies. You will ensure that department SLA/goals are met and adhering to approved budgets and report directly to the Senior Manager, Tangerine Fraud Operations and Governance.

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

• Identify the weakness of current control process and recommend enhancements based on investigations and Fraud trends
• Recommend changes to policies and procedures to prevent Fraud activities
• Collaborates investigation with appropriate business partners for Pay/No Pay decisions
• Provides input to strategic decisions for rule developments based on investigations and Fraud trends
• Capable of resolving escalated issues arising from Operations and requiring coordination with business partners
• Review investigation reports presented by Claims Analyst to make appropriate adjustments and take key decisions effective for Fraud resolution
• Maintain record of all investigative operations and results of analysis
• Operate as a liaison with internal and external business partners (e.g. CBS, Fraud Strategy & Governance, Service & Sales) in cross functional initiatives
• Assist in developing procedures and guidelines within the Fraud Operations team as required
• Keep abreast of all Fraud policies, Guidelines and Procedures
• Develop weekly & monthly KPI reporting to maintain transparency and efficiency of Claims Team
• Represent the Fraud Operations team for internal meetings and projects

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

• University or College Degree in related field
• Minimum 3+ years of extensive fraud experience related to detection and claims analysis within the financial industry
• 2+ years of direct experience with Mastercard is required
• Minimum 2+ years of experience in law enforcement and/or banking industry
• Minimum 1+ year in the mortgage industry is an asset
• Experience in managing a high performing team
• Experience in fraud detection
• Working knowledge of AML Investigations and Terrorist Financing
• Working knowledge of Fraud Detection/AML software applications
• Ability to work in a dynamic environment where processes and procedures are constantly refined
• Ability to manage difficult customer situations and coaches team to resolution, while balancing risk and the customer experience
• Strong written and verbal communication skills in English (French considered an asset)

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 : Ontario : Toronto || Canada : New Brunswick : Moncton || Canada : Ontario : Ottawa || Canada : Quebec : Montreal || Canada : Quebec : Quebec

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.

Scotiabank