Analyst, Fraud Detection and Prevention

Seeing beyond numbersTM

At Laurentian Bank, we believe we can change banking for the better. Founded in Montreal in 1846, Laurentian Bank helps families, businesses and communities thrive. Today, we have over 2,800 employees working together as One Team, to provide a broad range of financial services and advice-based solutions for customers across Canada and the United States. We drive results by placing our customers first, making the better choice, acting courageously, and believing everyone belongs.

This role sits within Laurentian Bank.

The technical analysts of the Laurentian Bank Financial Group Anti-Fraud Centre are primarily responsible for quickly and diligently handling telephone inquiries from clients. They also triage inquiries to determine which ones to forward to the Anti-Fraud Centre for handling by its senior analysts.

The incumbent is responsible for answering telephone calls from clients; blocking debit card accounts, credit card accounts or electronic funds transfer profiles when clients are victims of fraud; forwarding relevant inquiries to the senior analysts; opening investigation files; unblocking debit card accounts, credit card accounts or electronic funds transfer profiles when clients confirm transactions, etc.

Working Hours: Monday to Friday 11h30-20h00

Responsibilities

The incumbent will be called upon to:

• Answer calls regarding lost and stolen cards
• Handle alerts in our transaction monitoring applications
• Reassure clients when they are victims of fraud, take steps to protect accounts, open investigation files, and forward inquiries to analysts
• Take action to replace cards and other access codes and passwords
• Answer calls from merchants to authorize cash advances and purchases according to established standards and policies
• Support clients in the use of automated banking machines, IVRS, and other electronic networks, while managing relevant subscriptions and changes
• Inform clients of the Bank’s policies and procedures, including the pricing policy
  
  

Qualifications

• DEC
• Two years of customer service experience
• Autonomy
• Ability to work under pressure and meet deadlines
• Ability to work in a Windows environment and knowledge of Microsoft Office softwa
• Knowledge of another language an asset
• Required Qualification - Professional working proficiency in French and English languages required as position involves frequent written and oral communication on complex matters with internal and external parties in both languages
• Knowledge of another language an asset
  
  

What Laurentian Bank Has To Offer You

The total compensation offered by Laurentian Bank encompasses a comprehensive range of benefits, highlighting our commitment to the well-being and success of our employees.

Here are some of the key points of our offering:

• The actual annual base salary offered will take into account internal equity, skills, and experience among other factors.
• Total compensation: Earn a comprehensive compensation package that includes annual reviews and performance-based bonuses.
• Work model: We prioritize a hybrid work model based on business needs.
• Stock purchase plan: Become not just an employee, but a Laurentian Bank shareholder. Employer matching takes your investment even further.
• Time off: In addition to paid vacation, we provide floating days and leave options to accommodate the diverse needs of our employees.
• Health and wellness: Take care of your health and well-being with access to healthcare professionals, our Employee and Family Assistance Program (EFAP), and a Stress Management and Well-Being Program.
• Group insurance and pension: We offer a competitive insurance program based on your family’s needs and a defined contribution pension plan to help prepare for your future.
• Financial benefits: As a Laurentian Bank employee, you’re also the best ambassador for our products and services. Take advantage of employee-only offers on a wide range of products. Enjoy exclusive deals and preferred rates on products and services including insurance, hotels, train tickets, spas and many more.
  
  

We are committed to creating a fulfilling professional environment where your skills are valued, and your well-being is a priority. Join us for a rewarding career at Laurentian Bank.

Inclusion and Accessibility

At Laurentian Bank, we believe everyone belongs. We are committed to fostering an inclusive work environment that reflects the diversity of our customers and our communities and where everyone feels like they belong and can thrive. To this end, we encourage applications from individuals from equity-deserving groups, including Indigenous persons, racialized and persons with disabilities, marginalized genders and the 2SLGBTQIA+ community.

We strive to offer a flexible and accessible work experience that is inclusive of everyone. If at any time you need an accommodation, please let us know.

PIPEDA

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