Inbound Analyst, US Fraud

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US Fraud Inbound Agent

The US Fraud Inbound Agent serves as the first point of contact for customers reporting suspected fraud, unauthorized transactions, account compromise, and card-related concerns. This role is responsible for investigating potential fraud activity, authenticating customers, assessing account risk, and making informed decisions to protect clients and the bank from financial loss while delivering an exceptional customer experience.

Key Responsibilities

• Handle inbound customer calls related to suspected fraud, unauthorized transactions, account restrictions, and card security concerns.
• Investigate potentially fraudulent activity by reviewing account details, transaction history, and available fraud detection tools.
• Authenticate customers and assess account risk in accordance with bank policies, procedures, and regulatory requirements.
• Make risk-based decisions regarding account restrictions, card closures, transaction verification, and fraud mitigation actions.
• Educate customers on fraud prevention, account security, and available banking protections.
• Accurately document customer interactions, investigative findings, and actions taken to ensure compliance and maintain complete account records.
• Identify and escalate suspicious activity, emerging fraud trends, and high-risk situations to appropriate support teams.
• Resolve customer inquiries while balancing customer experience with effective fraud risk management.
• Meet established service level, quality, productivity, and compliance standards.
• Collaborate with internal partners and support groups to resolve complex fraud cases and customer concerns.
• Maintain knowledge of fraud trends, bank products, procedures, and regulatory requirements impacting fraud operations.
• Contribute ideas and feedback to improve fraud processes, operational efficiency, and customer experience.
• Apply sound judgment and critical thinking to make risk-informed decisions that protect customers, bank assets, and the organization's reputation.

Qualifications

• Strong customer service and communication skills.
• Ability to investigate, analyze, and resolve complex customer situations.
• Demonstrated problem-solving and decision-making abilities.
• Strong attention to detail and documentation skills.
• Ability to work in a fast-paced, high-volume call center environment.
• Experience in fraud prevention, financial services, banking operations, or customer service is an asset.
• Knowledge of fraud risk management, banking products, and regulatory requirements is considered an asset.
• Strong collaboration, organizational, and time management skills.
• Proficiency using multiple systems and applications simultaneously.

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.