Client Trust and Fraud Prevention Manager

HomeEquity Bank; Toronto; Hybrid; CAD 80,000 - 110,000; Full time

Job summary

HomeEquity Bank is seeking a Client Trust and Fraud Prevention Manager to enhance fraud management capabilities. This role involves critical responsibilities like fraud detection, investigation, and collaboration with various departments to safeguard customer interests and maintain compliance with regulations.

Benefits

Extended health and dental benefits

Employee & Family Assistance Program

Employer-Matched Group Retirement Savings Plan

Employee Share Investment Plan

Well-being initiatives

Corporate discount for GoodLife Fitness

Qualifications

• Minimum five years of experience in fraud investigation or banking operations.
• Knowledge of regulatory requirements related to fraud management.
• Strategic thinking and strong problem-solving skills.

Responsibilities

• Support the timely resolution of fraud-related activities.
• Develop and manage fraud detection tools.
• Conduct ongoing monitoring of fraud incidents.

Skills

Fraud investigation

Risk management

Communication skills

Analytical skills

Education

Relevant degree in Finance, Business, or related field

Job description

Client Trust and Fraud Prevention Manager

200 Bay St., Toronto, ON M5J 2J1, Canada

Job Description

WHO WE ARE

HomeEquity Bank is a Schedule 1 Canadian chartered bank and the leading national provider of reverse mortgages, with a growing portfolio. As the only bank solely dedicated to serving homeowners 55 and up, we’re passionate about helping Canadian homeowners live retirement on their terms. We live that commitment every day, witha range of reverse mortgage solutions that include our flagship CHIP Reverse Mortgage product.

OUR VALUES, OUR PASSION

At HomeEquity Bank, our values drive and inspire our actions with our customers, our partners and each other.

• Courage to Act. Do the Right Thing
• One Team. One Vision
• Think Long-Term. Ever-Evolving

POSITION SUMMARY:

Reporting to the Director, Client Trust and Fraud Prevention, this role supports operational efforts to protect customers and the bank, with a mandate to detect, prevent, investigate, monitor and report fraud, including elder abuse. This role works to raise fraud risk awareness and to help drive initiatives to enhance the Bank’s fraud management capabilities across all operational processes, with a focus on safeguarding clients from financial harm. As we embark on an ambitious growth journey, you will collaborate with colleagues across HomeEquity Bank to build the Fraud Operations strategy and practice.

MAJOR ELEMENTS OF THE ROLE:

Key Responsibilities:

• Champion Customer Projection: Support the timely resolution of fraud-related activities with a focus on customer wellbeing and integrity. Remain current on best practices relating to consumer protection and adherence to Canada Seniors Act. Work with colleagues across the bank to counter elder abuse and to prevent fraud on our clients and across the industry.
• Fraud Detection Oversight: Work with internal partners to help drive the development and ongoing management of fraud detection tools for client authentication and transaction monitoring including automated fraud alerts. Collaborate cross-functionally with IT, Sales, and Risk Management to identify vulnerabilities and improve fraud detection capabilities across the Bank. Liaise with law enforcement and/or legal representatives as required and demonstrate strong investigative skills to support fraud detection and resolution.
• Standard Operating Procedures (SOP) and Playbook Management: Partner across Operations and other groups to develop, maintain, and enhance SOPs and playbooks related to fraud and senior financial abuse.
• Fraud Investigation: Support investigations of suspicious or escalated fraud cases. Coordinate with internal and external stakeholders (including legal counsel and law enforcement) and perform root cause analyses to inform updates to processes and procedures.
• Fraud Monitoring and Reporting: Conduct ongoing monitoring of attempted and confirmed fraud incidents. Analyze transactional data, behavioral patterns, and system-generated alerts to detect suspicious activity. Generate timely reports and insights for internal leadership and regulatory compliance purposes.
• Stakeholder Collaboration: Maintain strong relationships across Operations and with colleagues in Customer Care, Sales, and other departments.

SKILLS AND EXPERIENCE REQUIRED:

• You have at least five years of relevant work experience, with experience in banking operations, fraud investigation/ operations, risk management or compliance.
• You have a working knowledge of relevant regulatory requirements and industry standards for fraud management and controls. Experience in fraud management or holding a fraud-related credential is an advantage.
• You have excellent written and verbal communication skills.
• You can quickly distill large amounts of data and information and translate it into presentable materials.
• You are great at managing ambiguity and can quickly grasp the essence of the discussion.
• You can help create a strong culture of collaboration and partnership with cross-functional peers.
• You possess excellent organizational and communication skills.
• You have strong business acumen, strategic thinking, sound professional judgement, creative problem-solving skills, and “can-do” mentality.

WORKING CONDITIONS UNIQUE TO JOB:

• Hybrid work environment

WHY WORK AT HOMEEQUITY BANK?

HomeEquity Bank offers a hybrid working environment supported with a culture of flexibility – an approach that is unique to each person, and that enables both business and individual needs to be met in a mutually beneficial way.

We pride ourselves in recognizing and celebrating performance, community service, teamwork, and diversity among our employees.

A Dynamic Culture – With People at the Centre

We believe our people make all the difference; our tireless commitment to inclusivity, professional development, and employee experience has been recognized through awards including theGreater Toronto’s Top Employers 2024,Waterstone Canada's Most Admired Corporate Cultures 2022-2023, the Globe and Mail's Report on Business: Canada's Top Growing Companies 2022 (third year since 2019), Canadian's Mortgage Professional (CMP) Top Mortgage Employer 2023 for the third year in a row and Achievers Top 50 Most Engaged Workplaces 2023.

Growth and Opportunities
We provide challenging and rewarding careers in a wide variety of fields. We continuously develop and train our employees through professional growth opportunities and on-the-job training. We also encourage our employees to develop professionally and personally though a series of career developing programs including our Educational Assistance Program, designed to reimburse costs related to professional learning and development.

Celebrating Great Work and People

We believe in an environment that celebrates success, knowledge, leadership, and work that is inspired by our core values. For these reasons, we have created several programs that make it easy for our employees to say ‘great job’ to their colleagues and leaders.

From our Appreciate! Program to the High Five Award Program and President’s Award Program, we recognize professional achievement with a variety of rewards including points towards gift cards, merchandise, and travel experiences, as well as group RRSP/DPSP contributions and more.

Our Community Leadership Program recognizes employees who make a positive impact in their communities through volunteer work with a grant for their charity of choice. Additionally, we provide employees with one paid day off each year to volunteer at their favourite local charity.

The Perks

HomeEquity Bank offers a competitive total rewards package that includes:

• Extended health and dental benefits
• Employee & Family Assistance Program
• Employer-Matched Group Retirement Savings Plan
• Employee Share Investment Plan
• Well-being initiatives including: a wellness account; virtual self-care programs and extended mental health benefits
• Employee corporate discount for GoodLife Fitness

HomeEquity Bank is committed to an inclusive, equitable and accessible workplace. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Please note that our successful candidate is required to complete a background check.

Stay in the Know

Find out what we’re up to online, and learn more about what makes HomeEquity Bank a great place to work:

Join Us!If you’re ready to build the future of reverse mortgages, we want to hear from you.

200 Bay St., Toronto, ON M5J 2J1, Canada