SEEING BEYOND NUMBERS™

At Laurentian Bank, we believe we can change banking for the better. Founded in Montreal in 1846, Laurentian Bank helps families, businesses and communities thrive. Today, we have over 2,800 employees working together as One Team, to provide a broad range of financial services and advice-based solutions for customers across Canada and the United States. We drive results by placing our customers first, making the better choice, acting courageously, and believing everyone belongs.
This role sits within Laurentian Bank.
The technical analysts of the Laurentian Bank Financial Group Anti-Fraud Centre are primarily responsible for quickly and diligently handling telephone inquiries from clients. They also triage inquiries to determine which ones to forward to the Anti-Fraud Centre for handling by its senior analysts.
The incumbent is responsible for answering telephone calls from clients; blocking debit card accounts, credit card accounts or electronic funds transfer profiles when clients are victims of fraud; forwarding relevant inquiries to the senior analysts; opening investigation files; unblocking debit card accounts, credit card accounts or electronic funds transfer profiles when clients confirm transactions, etc.

The incumbent will be called upon to:

• Answer calls regarding lost and stolen cards
• Handle alerts in our transaction monitoring applications
• Reassure clients when they are victims of fraud, take steps to protect accounts, open investigation files, and forward inquiries to analysts
• Take action to replace cards and other access codes and passwords
• Answer calls from merchants to authorize cash advances and purchases according to established standards and policies
• Support clients in the use of automated banking machines, IVRS, and other electronic networks, while managing relevant subscriptions and changes
• Inform clients of the Bank’s policies and procedures, including the pricing policy