Inbound Analyst, Fraud
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Job Description
Inbound fraud analyst handling BMO customers’ suspected fraud reports and unauthorized transactions. Investigating risk, authenticating accounts, and protecting bank assets through informed decisions.
Responsibilities:
- Handle inbound customer calls related to suspected fraud, unauthorized transactions, account restrictions, and card security concerns
- Investigate potentially fraudulent activity by reviewing account details, transaction history, and available fraud detection tools
- Authenticate customers and assess account risk in accordance with bank policies, procedures, and regulatory requirements
- Make risk-based decisions regarding account restrictions, card closures, transaction verification, and fraud mitigation actions
- Educate customers on fraud prevention, account security, and available banking protections
- Accurately document customer interactions, investigative findings, and actions taken
- Identify and escalate suspicious activity, emerging fraud trends, and high-risk situations
- Resolve customer inquiries while balancing customer experience with effective fraud risk management
- Meet established service level, quality, productivity, and compliance standards
- Collaborate with internal partners and support groups to resolve complex fraud cases and customer concerns
- Maintain knowledge of fraud trends, bank products, procedures, and regulatory requirements
- Contribute ideas and feedback to improve fraud processes, operational efficiency, and customer experience
- Apply sound judgment and critical thinking to make risk-informed decisions that protect customers, bank assets, and the organization's reputation
Requirements:
- Strong customer service and communication skills
- Ability to investigate, analyze, and resolve complex customer situations
- Demonstrated problem-solving and decision-making abilities
- Strong attention to detail and documentation skills
- Ability to work in a fast-paced, high-volume call center environment
- Experience in fraud prevention, financial services, banking operations, or customer service is an asset
- Knowledge of fraud risk management, banking products, and regulatory requirements is considered an asset
- Strong collaboration, organizational, and time management skills
- Proficiency using multiple systems and applications simultaneously
Benefits:
- Performance-based incentives
- Discretionary bonuses
- Health insurance
- Tuition reimbursement
- Accident and life insurance
- Retirement savings plans
- In-depth training and coaching
- Manager support
- Network-building opportunities
- Accommodations available on request for candidates taking part in all aspects of the selection process
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