|Job title||Director, North America Fraud Customer Investigations and Engagement|
|Job type||Full Time|
The Director, Fraud Customer Investigation is accountable to provide organizational leadership to deliver superior financial results and best in class customer service through the creation of a proactive operations environment which maximizes employee productivity and effectiveness across North America and across products/systems/channels (Cards, Deposits, Commercial Lending, Retail Lending, Online Banking and Online Business Banking etc) and secures the bank’s image as providing safety and security to our customers. Leveraging best in class fraud detection and customer communication capabilities, this role is accountable for differentiating the Bank with its critical focus on delivering the desired customer experience while actively managing Fraud Risk. Additionally, the Director is accountable to ensure compliance with overall Bank and regulatory policies and guidelines, including national standards, by confirming that all policies and procedures are put in place and adhered to.
The Director provides leadership in managing the fraud operations specifically focusing on the experience of the customer and the delivery of the desired customer experience, identification of potential fraud, fraud trends and resolution thereof. Translate strategies into actionable goals and execute relevant projects /Initiatives aligned to Group Fraud Strategic objectives with specific performance measures and control systems to track progress.
The role will provide input into the strategic and operational direction for fraud related initiatives, educate and share best practices, while motivating employees and enhancing the skills with the teams. The Director will provide ongoing identification and communication of fraud prevention opportunities across the organization and will work with internal to Fraud management partners to create an new processes, guidelines and procedures as part of ongoing fraud awareness strategy.
The Director is accountable to lead a large Customer Investigation team with operations of 7/24 365 days a year. Managing centres across several North American locations with management oversight within the centres. Management including the Director are accountable to provide fraud detection, initiate first level investigation and communicate with customers and front line staff to reduce losses and minimize negative impacts to customers, employees and the BMO reputation.. This role is responsible for balancing the quantity of fraud alerts worked with the quality of the team output and relies on the diagnostic and investigative skills of the team in conjunction with analytic engines, rules, technology, MIS, and management processes to detect, investigate and mitigate losses across all products, systems and channels.
This role is fast paced and will have a team of people managers as direct reports.
Key Accountabilities (this section will be loaded to myRecruiting so make it clear for internal & external candidates)
Risk Management & Control