Synopsis of the role

Responsible for the management of ongoing contractual relationships and the operational delivery of services to clients for an account or group of accounts. Serves as the prime point of contact to the client(s) regarding overall and day-to-day service delivery. Takes primary responsibility for client satisfaction with service delivery. Response for programs to establish and maintain quality standards of existing products and services.

What you’ll do

Gather and analyze data from various sources including (but not limited to) internal as well as clients in order to analyze solution performance, identify new performance indicators and trends, and recommend the introduction of new or modifications to existing business rules, configurations and strategies.

Develop and sustain an ongoing client support model that includes (but not limited to): regular cadence meetings, quarterly business reviews and annual health check to assess solution performance.

Provide planning, design, development, configuration assistance, application training, problem resolution and second level support to new and existing clients.

Participates in meetings with pre-sales consultants &/or account managers, and client stakeholders to determine the scope of projects, requirements, timelines and assist with the coordination of internal and external prioritization.

Stay current with the latest fraud trends and provide those insights back to their clients; present at industry events as a fraud subject matter expert, including user groups or industry specific speaking engagements.

Where Equifax Managed Services are engaged on an account, assist with fraud investigator training, monitor investigators’ production, perform audits and reviews of their deliverables.

What experience you need

5+ years of relevant fraud experience in the detection, identification, investigation or management of fraud related events.

3+ years of customer service or client facing roles within financial services, automotive lending, telecommunications, insurance and/or government/public sector.

Intermediate/expert knowledge of credit adjudication processing, policies and best practices.

Intermediate knowledge of AML and FINTRAC.

Knowledge of fraud case management systems.

Strong interpersonal, oral & written communication and presentation skills.

Strong organizational skills and attention to detail

Strong analytical and critical thinking skills

Able to interpret complex information and articulate client needs.

Adaptability to change in a fast paced dynamic environment.

Proficient computer skills including, MS Office, G-Suite and SharePoint.

May be required to work occasional weekend/holiday/ evening hours and varying shifts

What could set you apart

Bilingual is a plus. (French and English)

Primary Location:

CAN-Toronto-5700 Yonge

Function:

Function - Fulfillment / Operations

Schedule:

Full time