Equifax

Fraud Customer Success Manager

Equifax • $90K — $110K *
Toronto, ON M3C 0E3In-Person
Finance & Insurance
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5+ years of relevant fraud experience in detection, identification, or management of fraud-related events
  • 3+ years in customer service or client-facing roles within financial services or similar sectors
  • Intermediate to expert knowledge of credit adjudication processing and best practices
  • Familiarity with AML and FINTRAC regulations
  • Experience with fraud case management systems
  • Strong analytical, critical thinking, and communication skills
  • Bachelor's degree in criminology or a related field is preferred

Responsibilities

  • Gather and analyze client data to assess solution performance and recommend modifications
  • Provide planning, development, and second-level support for clients
  • Develop ongoing client support models with regular reviews
  • Conduct training classes and workshops for client teams
  • Collaborate with pre-sales consultants and account managers on project scope and priorities
  • Communicate project status to stakeholders and provide fraud expertise
  • Stay updated on fraud trends and present insights at industry events
  • Assist with training and monitoring of fraud investigators for managed services

Benefits

  • Opportunities for professional growth and development
  • Engagement in industry events as a subject matter expert
  • Work with a collaborative and dynamic team
  • Diverse client base in various sectors
  • Flexibility to work across Canada and the U.S.
Full Job Description
Synopsis of the role

Fraud Functional Consultants provide pre- and post-implementation consulting services to organizations to help our clients maximize value, solve problems and improve business efficiency in the area of Fraud & Identity solutions. Key activities include functional solution design, planning and configuration assistance; client training; account management and post implementation support.

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.
  • Provide planning, design, development, configuration assistance, application training, problem resolution and second level support to new and existing clients.
  • 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.
  • Conduct required training classes/workshops for client employees at a variety of levels
  • 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.
  • Communicates with internal and external stakeholders on project status and provide subject matter expertise on fraud related projects.
  • Stays 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, performs 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
  • Travel flexibility required (Canada & U.S.)
  • Bachelor's degree in criminology, related field or equivalent experience preferred.


What could Set you apart
  • Previous experience in data analytics, trend analysis, forecasting, predictive modelling
  • Bilingual (English & French)
  • Industry association/membership preferred; fraud/risk specific.
  • Product knowledge/ experience of Equifax's credit, fraud and authentication products.


This is an existing role

Primary Location:
CAN-Toronto-5700 Yonge

Function:
Function - Fulfillment / Operations

Schedule:
Full time

About Equifax

Equifax Inc. is a data analytics and technology company that assists organizations and individuals in making informed business and personal decisions. Headquartered in Atlanta, Ga., Equifax operates or has investments in 24 countries in North America, Central and South America, Europe and the Asia Pacific region. It is a member of Standard & Poor's (S&P) 500® Index, and its common stock is traded on the New York Stock Exchange (NYSE) under the symbol EFX. Equifax employs approximately 11,000 employees worldwide.
Learn more about Equifax
Size
12,700 employees
Market Cap
$23.6 billion
Industry
Information Technology
Net Income
$520.1 million
Founded
1899
5 Year Trend
+9.4%
Revenue
$4.1 billion
NASDAQ
EFX
* Ladders Estimates

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