Fraud Agent I (Us)

Work Location:

Mount Laurel, New Jersey

Hours:

40

Pay Details:

22.75 - 33.25 USD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. The included salary range for this role takes into account multiple factors that are considered in making compensation decisions. The base pay actually offered may vary based upon candidate's skills and experience, job-related knowledge, licensure and certifications, geographic location, and other specific business and organizational needs. As TD puts career development at the forefront of our colleague experience, it is not typical for an individual to be hired at or near the top of the range for their role.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Line of Business:

Financial Crimes & Fraud Mgmt

Job Description:

The Fraud Agent I provides a range of analytical, adjudication, detection, operational, escalation and/or evaluation process support for a defined area or function like Claims/Detection/Specialty within the Fraud group. This role is generally responsible for minimizing losses to customers and the Bank and contributing to the management of adverse impacts and reputational risks as part of the resolution and recovery process.

This is a remote position with Fraud Operations with a flexible schedule of Monday-Friday, start times between 6a-930a. The department handles the recover piece of incoming debit card claims, attempting to recover funds from the merchant for the Customer. There are no inbound calls. Outbound will need to be made on occasion, for additional research on claim.

The candidate should be within a commutable distance of Mt Laurel NJ for any in-person meetings.

Depth & Scope:

• Works autonomously within established procedures and/or is responsible for activities involving multiple steps, systems, and jurisdictions

• Requires working knowledge and skills in a range of products and services, processes, procedures and systems in a set of focus areas, where transactions could be characterized by moderate risk

• Gathers and analyzes data to identify and solve problems, escalates as appropriate

• Uses judgement and understanding of process/policy risk when recommending exceptions outside general practices or guidelines

• Generally interacts with internal customers/partners for functions performed and/or external customers

• May provide process/policy guidance to others (e.g. within team, internal partners)

• Focus of work spans from daily, weekly to monthly activities

• Requires working knowledge in a range of technical processes and procedures through job related training and considerable on the job experience to perform a range of work assignments

• Requires solid knowledge of the business unit/operational functions as well as regulatory issues/requirements for jurisdictions supported

Education & Experience:

• High School diploma required; Undergraduate degree preferred

• 1+ years relevant experience

• Working knowledge of transactions, products, services, systems and processes of line of business and regulatory issues/requirements

• Skill in using computer applications including MS Office

• Ability to communicate effectively in both oral and written form

• Ability to work successfully as a member of a team and independently

• Ability to pay high attention to details

• Ability to analyze, research, organize and prioritize work while meeting multiple deadlines

• Ability to handle confidential information with discretion

Customer Accountabilities:

• Processes/investigates/adjudicates/detects assigned claim fraud files and conducts effective analysis and/or investigation of fraud claims/disputes to minimize financial loss to the Bank

• Completes appropriate analysis/re-presentment/judgment adhering to respective rules and regulations within appropriate timelines as required

• Utilizes a variety of analytical techniques and systems to analyze trends and makes informed decisions concerning claims

• Allocates losses and evaluates potentially unusual and/or questionable account activity to deem fraudulent or not by utilizing a variety of analytical techniques and different systems

• Provides in-depth analysis/detection of claims/fraud patterns that are a result of account take overs, identities theft or customers who are being impersonated. These can be transactions that were done online, or in branch

• Evaluates/analyses/investigates potentially suspicious and/or questionable account activity and will escalate for further investigation and due diligence as required

• Assists business partners with questions when losses are attributed to their cost centers and/or provides procedural guidance

• Provides guidance to partners on how to protect customers and the Bank against fraud

• Acts as deep specialist/expert within defined area and be a key resource to the Analysts and Agents and other partner solution employees and provides well founded recommendations and/or solutions to business partners

Shareholder Accountabilities:

• Prioritizes and manages own workload to meet SLA requirements for service and productivity

• Consistently exercises discretion in managing correspondence, information and all matters of confidentiality; escalates issues where appropriate

• Be knowledgeable of practices and procedures within own area of responsibility and keeps abreast of emerging trends for own functional area

• Understands and applies operating policies and procedures

• Follows internal and industry regulations and operating practices in completing and recording transactions for either the organization or clients

• Escalates non-standard or high risk activities as necessary

• Ensures documentation that is prepared/completed is accurate and properly reflects business intentions and is consistent with relevant rules/regulations

• May lead work streams by acting as a project lead/subject matter expert for small scale projects/initiatives in accordance with project management methodologies

• Conducts reporting and/or meaningful analysis at the functional or enterprise level using results to draw conclusions, make recommendations, assess the effectiveness of programs/policies/practices

• Completes investigations - reports/escalates risk issues or process gaps identified

• Identifies and recommends opportunities to enhance productivity, effectiveness and operational efficiency

• Ensures necessary due diligence to support the accuracy of all transactions/activities

• Maintains a culture of risk management and control, supported by effective processes in alignment with risk appetite

• Be knowledgeable of and complies with Bank Code of Conduct

Employee/Team Accountabilities:

• Participates fully as a member of the team, supports a positive work environment that promotes service to the business, quality, innovation and teamwork and ensures timely communication of issues/points of interest

• Supports the team by continuously enhancing knowledge/expertise in own area and participates in knowledge transfer within the team and business unit

• Keeps current on emerging trends/developments and grows knowledge of the business, related tools and techniques

• Participates in personal performance management and development activities, including cross training within own team

• Keeps others informed and up-to-date about the status/progress of projects and/or all relevant or useful information related to day-to-day activities

• Contributes to the success of the team by willingly assisting others in the completion and performance of work activities; provides training, coaching and/or guidance as appropriate

• Contributes to a fair, positive and equitable environment that supports a diverse workforce

• Acts as a brand champion for your business area/function and the bank, both internally and/or externally

Physical Requirements:

Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%

• Domestic Travel

• Occasional

• International Travel

• Never

• Performing sedentary work

• Continuous

• Performing multiple tasks

• Continuous

• Operating standard office equipment

• Continuous

• Responding quickly to sounds

• Occasional

• Sitting

• Continuous

• Standing

• Occasional

• Walking

• Occasional

• Moving safely in confined spaces

• Occasional

• Lifting/Carrying (under 25 lbs.)

• Occasional

• Lifting/Carrying (over 25 lbs.)

• Never

• Squatting

• Occasional

• Bending

• Occasional

• Kneeling

• Never

• Crawling

• Never

• Climbing

• Never

• Reaching overhead

• Never

• Reaching forward

• Occasional

• Pushing

• Never

• Pulling

• Never

• Twisting

• Never

• Concentrating for long periods of time

• Continuous

• Applying common sense to deal with problems involving standardized situations

• Continuous

• Reading, writing and comprehending instructions

• Continuous

• Adding, subtracting, multiplying and dividing

• Continuous

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you've got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we're here to support you towards your goals. As an organization, we keep growing - and so will you.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals. Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition. Learn more

Additional Information:

We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home.

Colleague Development

If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD - and we're committed to helping you identify opportunities that support your goals.

Training & Onboarding

We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.

Interview Process

We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation

If you are an applicant with a disability and need accommodations to complete the application process, email the TD Bank US Workplace Accommodations Program at USWAPTDO@td.com. Include your full name, best way to reach you, and the accommodation needed to assist you with the application process.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.