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Title: Senior Analyst, Fraud Quality Assurance
Requisition ID:
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Purpose
Contributes to the overall success of the Department ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives.
Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.
Reporting to the Manager, Fraud Quality Assurance, this role is responsible for executing fraud case quality monitoring as assigned, support the Manager in implementation of QA standards across a wide range of case types, and providing on the job training for QA Analysts.
Accountabilities
- Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
- Contributes to achieving optimal fraud outcomes by ensuring all policies, procedures, authority limits are followed and that Advisors are providing a positive customer experience.
- Supports Manager, Fraud Quality Assurance in ensuring case quality assurance standards are maintained up to date in keeping with established and evolving standards, regulatory requirements, processes and procedures for a wide range of fraud case types.
- Performs fraud case quality evaluations in a timely and consistent basis utilizing Advisor scorecards.
- Writes coaching memos related to Advisors’ adherence to QA standards when appropriate that are clear, concise and factual.
- Identifies and supports leadership in clarification and implementation of the QA standards and through sharing of best practices.
- Prepares reports or other forms of documentation that communicate Advisor, team and site trends in relation to QA standards.
- Supports business partners through leading call calibrations, actively participating in huddles, coaching leadership teams, contributing to coaching sessions, touch bases an
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