Team Lead, Digital Fraud

Job title:

Team Lead, Digital Fraud

Company

ATB

Job description

:At ATB, we exist to make it possible for our clients, team members and communities. Our purpose is more than aspirational. It’s a real commitment we live every day through our values (what we call the ).Life at ATB is about more than work. In fact, we’re consistently recognized as one of thanks to our high-care, high-performance culture, upheld by the three commitments we make to our team members:Impact in action: No matter where you are in the organization, you’re empowered to make an impact in the lives of our clients and communities.Thrive together: We want you—the unique, authentic you—to feel safe and celebrated at work. We’re on a continuous journey to build the most flexible and inclusive programs.Ready for tomorrow: We want to enable your success through interesting and challenging work, performance enablement, and learning and development.About the roleReporting to the Fraud Operations Manager, the Digital Fraud Team Lead is responsible for managing the end to end operations support required to manage digital fraud with the goal of minimizing fraud. The Digital Fraud Team Lead would be required to field escalations from other specialists on shift, conduct one on one coaching, and provide overall leadership to the Fraud Operations team while ensuring high detection performance and excellence client support is being delivered within the team.Accountabilities

• Review and manage calls and emails on fraud issues from ATB customers and other operational teams. Investigate high priority issue escalations professionally and ensure the proper follow-up documentation is completed.
• Consider alerts reviewed for potential high value fraud patterns or suggest specific rules for review due to low true positive rates.
• Respond to email and phone inquiries from management or other partners with the appropriate information.
• Listen and attempt to solve operational pain points that fraud operations specialists are encountering.
• Oversee daily operations of the digital fraud team, ensuring seamless 24/7 coverage.
• Monitor and manage team performance to ensure operational efficiency and effectiveness.
• Develop and implement operational policies and procedures to optimize team performance
• Set and track team KPIs, including call handling metrics, detection accuracy, and other performance indicators.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Foster a positive and supportive team environment while addressing team member concerns promptly and effectively
• Ensure high levels of detection accuracy by monitoring and analyzing team performance.
• Implement quality assurance processes to maintain and improve detection standards.
• Provide ongoing training and development opportunities to enhance team expertise.
• Optimize the use of tools and technologies to enhance team productivity.
• Communicate effectively with senior management regarding team performance and operational issues.
• Collaborate with other teams and departments to drive continuous improvement initiatives.

Skills, experience & requirements

• Post Secondary or accreditation in a fraud related field is an asset
• 3-5 years knowledge of fraud monitoring systems for digital banking products.
• Proven track record of managing high-performing teams and achieving operational goals
• Previous experience working in a fraud operations leadership role
• Banking industry domain knowledge in fraud; possessing knowledge of fraud typologies in Digital fraud and scams
• Knowledge and experience in an operational risk environment with emphasis on dispute and fraud investigations in an account and /or customer service environment.
• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Ability to analyze data and make informed decisions to drive performance improvements.
• Proficiency in using operational tools and technologies.
• Strong computer skills, with a primary focus on understanding G suite.
• Strong understanding of fraud mitigation techniques across a variety of banking products and their impact to legitimate customers.
• Capability of communicating and delivering coaching opportunities with respect and professionalism.
• Strategic thinker with a hands-on approach to problem-solving.
• Ability to work under pressure and manage multiple priorities.
• Committed to fostering a positive team culture and promoting team member well-being.
• Professional writing skills required to deliver summaries and reports to senior manager level.
• Thrives in an ever changing environment.
• Strong Organizational skills.

Don’t meet all the requirements on the list?
A resume only goes so far in expressing who you are and the unique perspectives you bring. If you believe your skills and experience align with the role—but you might not check all the boxes—we want to hear from you. We encourage candidates from all work backgrounds, equity-seeking communities and experience levels to apply. If you’re seeking a career where your drive, perspective and growth are celebrated, we want to hear from you.We’re dedicated to building a workforce reflective of those within our communities, and a culture where our team members are equipped with what they need to succeed—their way. Part of creating an inclusive workplace is recognizing our role in advancing Truth and Reconciliation. We are committed to meeting and exceeding the standards set out in the program created by the Canadian Council for Aboriginal Business.What happens next?
If you are shortlisted, you’ll hear from us after the posting closes. Check out our page to learn more about our hiring process. If you need any accommodations throughout this process, please let us know atStay in touch
We’re excited that you’re interested in a career with ATB. Follow us on , and to learn more about what our team is up to.

Expected salary

Location

Calgary, AB

Job date

Sat, 13 Jul 2024 23:15:32 GMT

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