Fraud Agent II US -1

Work Location:

Mount Laurel, New Jersey, United States of America

Hours:

40

Pay Details:

$24.00 - $36.00 USD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

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

The Fraud Agent II 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. The Fraud Agent II is 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.

In the check claims department, the agent works the investigator process. They will review documents, speak with Customers, lines of businesses, and/or other financial institutions. Agents will review different systems to investigate incident, send letters, update systems, and pay/deny fraud cases. Each agent processes 13-15 cases daily. There are both inbound/outbound calls that can be had, speaking to Customers for additional details on cases and/or update on status.

Remote

Schedule: Monday-Friday shifts starting between 6a-930

Candidate should be within a commutable driving distance of Mt Laurel NJ, to attend any in-person office meetings.

Depth & Scope:

• Requires solid knowledge and performs multiple and/or diverse tasks that are complex, involving multiple steps, systems, and jurisdictions

• Transactions and activities require solid knowledge across a broad range or variety of products, processes or systems within own area of specialty and where transactions could be characterized by moderate to high risk

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

• Uses sound 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 is weekly, monthly and/or longer with addition of ad-hoc and initiative based requests, as required

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

• May involve cross-functional teams across TD and/or involving external contacts

Education & Experience:

• High School diploma required; Undergraduate degree preferred

• 2+ years relevant experience

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

• Skilled in using computer applications including MS Office

• Ability to communicate effectively in both oral and written form

• Ability to pay high attention to details

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

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

• 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 provide 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