Fraud Analyst - Cards

Kinvie; Toronto; Hybrid; CAD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive bonus

RRSP match

Medical/dental/vision/life benefits

Employee Share Purchase Plan

Maternity/Parental top-up

Generous vacation and personal days

Career development program

Hybrid work model

Job summary

EQ Bank is seeking a Fraud Analyst - Cards to investigate and report on activities indicating financial crime risk. You will manage inbound calls, assist clients, and escalate according to procedures to support the fraud program.

The role requires post-secondary education and 2+ years in fraud/risk and customer service within financial services, with strong MS Office, attention to detail, and communication skills. Hybrid work from Toronto enterprise space.

Qualifications

• Post-secondary education required.
• 2+ years' experience in Fraud/ Risk Management in the financial sector.
• 2+ years' customer service experience in the financial industry.
• Advanced Microsoft Office (Word, Excel) skills.
• Knowledge of fraud monitoring tools and online payments.
• Excellent communication and interpersonal skills.

Responsibilities

• Provides input and develops recommendations for process and customer service improvements.
• Monitors inbound fraud queue and service our clients.
• Monitors and analyzes information to evaluate, investigate and determine required actions.
• Supports collection of evidence for incident reports, loss prevention, litigation, and process improvements.
• Documents actions and information to develop and maintain account/case files.
• Analyzes data to provide insights and recommendations.
• Executes routine tasks within SLAs.
• Provides notification and guidance to internal/external stakeholders.
• Completes complex tasks and may handle escalations.
• Broader work may be assigned as needed.

Skills

Fraud risk mgmt

Customer service

MS Office

Fraud monitoring tools

Online payments

Detail oriented

Time management

Communication

Flexibility

Education

Post secondary education

Job description

Join a Challenger

At EQ, we're remaking banking so every Canadian gets ahead, every day. Serving nearly 4 million Canadians from coast to coast, we offer a wide variety of financial services from banking and lending, to trust and credit union solutions.

We've been at this since 1970, challenging the conventions of traditional banking with smarter, faster, and more connected financial experiences.

What's kept us moving?

The people behind it all: challengers who ask better questions, push back on old assumptions, and look for a better way forward.

If you're driven to help reshape how banking works for Canadians and the businesses that power our economy, this could be your next big opportunity.

We can't wait to get to know you!

The Fraud Analyst - Cards, will conduct investigative analysis to identify, assess, decision and report on activity that indicates an exposure to financial crimes. The incumbent will manage inbound calls and assist clients to ensure potential threats and investigations are evaluated, documented, managed and escalated by following standard operating procedures. They will provide subject matter expertise and oversight of criminal risk by following a disciplined and intelligence-based approach to detection and research of activities and events in alignment with EQ Bank’s fraud program and standards to ensure compliance as well as support trending, analysis and insights generation.

Main Activities

• Provides input and develops recommendations for process and customer service improvements.
• Monitors inbound fraud queue and service our clients.
• Monitors and analyzes various information provided through detection systems, tools, reports, or manually to evaluate, investigate and determine required actions.
• Supports the collection of evidence and information to be used for multiple purposes including incident reports/filings, loss prevention, litigation and criminal prosecution, management information and statistics, and process improvements.
• Documents actions and information found throughout the investigation to develop and maintain account/case files.
• Analyzes data and information to provide insights and recommendations.
• Executes routine tasks such as service requests, transactions, queries etc. within relevant service level agreements.
• Provides notification, information and instructions to internal/external stakeholders related to incidents as necessary.
• Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
• Broader work or accountabilities may be assigned as needed.

Let's Talk About You!

• Post secondary education
• 2+ years' experience in Fraud and/or Risk Management in the Financial Industry
• 2+ years' customer service experience within the Financial Industry
• Advanced Microsoft Office (Word, Excel, etc.) skills.
• Knowledge of fraud monitoring tools and techniques.
• Knowledge of internet, emerging online payment methods and vulnerabilities
• Process and detail oriented
• Excellent time management skills
• Excellent communication and interpersonal skills.
• Flexibility required with business hours/days

What we offer [For full-time permanent roles]

• Competitive discretionary bonus
• Market leading RRSP match program
• Medical, dental, vision, life, and disability benefits
• Employee Share Purchase Plan
• Maternity/Parental top-up while you care for your little one
• Generous vacation policy and personal days
• Virtual events to connect with your fellow colleagues
• Professional development and comprehensive Career Development program
• A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience

The incumbent will be working hybrid and in office time will be spent working from EQ Bank’s additional office space located at 2200-25 Ontario Street, Toronto, ON.

Equity, Diversity & Inclusion

EQ is committed to building an inclusive, accessible environment where every employee feels valued, respected, and supported. We believe our organization is stronger - and our people thrive - when we honour and celebrate diverse experiences, identities, and perspectives. We’re equally committed to supporting your growth, both professionally and personally.

We provide a barrier‑free recruitment process and work environment. If you require accommodations at any stage, we will work with you to ensure you can bring your best self to the process and beyond.

As part of our recruitment process, EQ uses AI to help screen, assess, and/or select applicants for this position. All AI-enabled outputs are reviewed and validated by our talent team. All candidates considered for hire must successfully complete a criminal background check and credit check. While we appreciate every application, an EQ recruiter will contact only those whose skills and experience most closely match the requirements of the role.

EQB Inc. (TSX: EQB) is the parent company of Equitable Bank, the country's seventh-largest Schedule I bank by assets, which operates EQ Bank, Canada's Challenger Bank™. EQB Inc. serves nearly 4 million Canadians and manages approximately $150 billion in combined assets under management and administration.

To learn more, visit eqb.investorroom.com and eqbank.ca.