Openings

This position reports directly to the Manager, Card Services and indirectly to the Assistant Vice President, Client Services

COMPLEXITY OF POSITION

The incumbent requires extensive knowledge of the Bank's Fraud Prevention, Chargeback Operations, and Authorization Management processes, with a strong understanding of how these functions integrate with the overall Card Services operations. In addition, the incumbent should have a sound working knowledge of online banking, transaction monitoring, and customer service management.

The incumbent must provide robust leadership, fostering a culture of high customer service standards, operational efficiency, and compliance with all relevant regulations. This will be achieved through effective delegation, team development, and ongoing training in fraud detection, chargeback processes, and authorization management.

The incumbent is expected to have a solid understanding of industry regulations, including those related to fraud prevention, chargebacks, and secure transaction processing. In particular, the incumbent must be well-versed in the Bank’s Anti-Money Laundering (AML), Counter Financing of Terrorism (CFT), and Know Your Customer (KYC) policies.

The Assistant Manager, Fraud & Chargebacks is expected to fully comply with the Bank's Security Policies, as outlined in the Security Policy Manual, and uphold the Bank’s Code of Conduct and Customer Service Standards at all times. Additionally, the position holder is responsible for ensuring the integrity of all fraud and chargeback-related processes and must maintain high standards of confidentiality and ethical conduct in all activities.

GENERAL ACCOUNTABILITIES

• Oversee the monitoring of real-time transaction queues to identify and assess high-risk activities, and ensuring fraudulent activities are detected promptly.
• Monitor and review credit card transactions for signs of fraud, using fraud detection tools.
• Analyze customer transactions to detect and prevent fraudulent activities, minimize cardholders and revenue loss. 
• Collaborate with customers and other stakeholders to validate transaction details, manage authorizations and revenue losses. 
• Collaborate with partners (e.g., Visa, Mastercard and Fiserv) to implement fraud prevention strategies and identify areas for improvement. 
• Collaborate with internal partners (e.g., Risk, Compliance and Security) to escalate fraud issues as required. 
• Maintain and enhance fraud analysis models to improve operational efficiency.
• Assist in the development of fraud prevention rules, policies and procedures. 
• Document investigation findings and maintain accurate record.
• Identify and report emerging fraud trends by analyzing transaction patterns and account behaviors.
• Ensure that confidentiality and integrity are maintained throughout investigations. 
• Resolve customer inquiries and issues in accordance with established service level agreements. 

• A Bachelor’s degree in Business, Finance, Banking, or a related field is typically required.
• Minimum of 5+ years of experience in fraud prevention, chargeback operations, or card services, preferably within a financial institution or similar environment.
• Previous supervisory or leadership experience in managing teams, ideally in fraud/chargeback departments, and familiarity with operational management in a high-volume environment.
• Strong experience in transaction monitoring, fraud detection, and chargeback management processes.
• Experience working with fraud detection tools and industry regulations related to fraud prevention and secure transaction processing, such as AML, CFT, and KYC policies.
• Familiarity with working in partnership with external entities (e.g., Visa, Mastercard, Fiserv) to implement fraud prevention strategies and troubleshoot issues.
• Strong leadership and team management skills, with the ability to oversee day-to-day operations, provide guidance, and foster a positive work environment.
• Excellent analytical skills for identifying and addressing high-risk activities, analyzing customer transactions for fraud, and maintaining fraud detection models.
• Strong communication and interpersonal skills to interact with internal teams, external partners, and customers effectively.
• Problem-solving abilities, particularly in managing customer escalations and resolving complex issues within set time frames.
• High attention to detail to ensure accurate monitoring of transactions, investigations, and documentation.
• Strong commitment to confidentiality and ethical conduct when dealing with sensitive customer and transaction data.