Fraud & Dispute Analyst, Card Services

Position Overview:

The Fraud & Dispute Analyst is accountable for the timely review and response to fraud alerts, as well as the accurate processing of disputes. The role also supports the overall efficiency of the Unit by performing other duties as assigned by the Assistant Manager or Department Manager, and by fostering effective communication and service in interactions with both Bank personnel and the general public. 

Key Responsibilities:

• Monitor daily fraud alerts and risk scoring, taking timely action to protect customers and the Bank. 
• Investigate and process customer disputes in accordance with Visa, Mastercard, and Discover rules and regulations. 
• Research and analyze transactions, rules, and evidence to support or oppose claims and maximize recovery opportunities. 
• Prepare and submit fraud and dispute reports, including Block Reports, CAMS Alerts, chargeback reports, and Potential Loss Reports, within required deadlines. 
• Review and respond to incoming ATM disputes and issuer disputes from other financial institutions in a timely manner. 
• Communicate with merchants regarding copy requests and disputes, ensuring proper documentation and response codes are submitted. 
• Provide analytical support by identifying fraud patterns and trends, contributing to the creation and refinement of fraud detection rules. 
• Ensure accurate reconciliation of financial messages and maintain case management logs and documentation for all disputes. 
• Deliver resolutions to customer complaints and concerns with professionalism and timeliness.
• Stay current on emerging fraud schemes, card network regulations, and industry best practices to support fraud prevention and compliance. 

Minimum Qualifications & Experience:

• Associate’s Degree or ABIFS Certificate, with a minimum of three (3) years of banking experience, including at least two (2) years in a Card Centre. 
• In-depth knowledge of Payment Card Centre operations and banking services.
• Knowledge of governmental and banking regulations governing credit and debit card operations. 
• Basic accounting skills with the ability to perform reconciliation processes.
• Previous sales experience is an asset. 
• Proven ability to work effectively as part of a team. 
• Strong multitasking ability, including above-average keyboarding and computer navigation skills to search online client data and product information while interacting with clients.
• Excellent attention to detail and strong problem-resolution skills. 
• Proficiency in computer systems, including core banking applications, email, and network based tools. 
• Strong oral and written communication skills to effectively interact with customers and colleagues and document information accurately. 
• Effective time management skills with the ability to prioritize tasks to support departmental and organizational goals. 

Why Join Us?

• Be part of a high-performing team that values innovation and excellence. 
• Competitive salary, performance-based incentives, medical insurance (including life, dental, and vision), and a robust pension plan. 
• Be part of a team that values your expertise and invests in your success!