Resource Officer, Fraud Operations

TD Bank - Markham, ON (30+ days ago)

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Department Overview

TD's Financial Crimes & Fraud Management Group (FC&FMG) Operations acts as a champion to support the bank in preventing, detecting, assessing and mitigating fraudulent activities. The team strives to keep the trust of our clients by performing a range of activities including fraud administration, operations, claims and detection. Trust us, it is gratifying to be able to give someone peace of mind. If you are ready to take the organization and your career to new heights, we are looking for visionaries, just like you to join our team.

Canadian Fraud Claims Management is a customer experience focused team and are seeking a self-motivated individual who can excel in a fast-paced and high impact business. The Claims Department processes all Fraud and Non-fraud Claims for Credit Cards and Visa Debit/Accesscards for TD Bank customers. Working closely with all partners within Canadian Fraud Operations we take ownership of the end to end process to adjudicate claims utilizing all available tools to ensure appropriate allocation of loss is balanced against Legendary customer experience and maximizing recovery for TD Bank where applicable.

Join TD's Financial Crimes & Fraud Management Group and think like a customer, act like an owner, innovate with purpose and execute like a professional.

Job Description

Reporting into the Senior Manager, Fraud Claims Operations, the Business Resource Officer is responsible for representing Fraud Claims in all projects impacting the team. Acting as a subject matter expert, the BRO will support assessing impacts, building requirements, testing and implementation rollouts to our staff. You will play a key role in working with our project partners and technology resources ensuring any changes are understood and our systems and tools are updated to reflect any changes.

Additional responsibilities include but are not limited to:
  • develop requirements and assess impacts for any projects that impact Claims management, acting as a subject matter expert (SME) for internal (FC&FMG led) and external (Partner led) projects launching that impact our teams
  • Attend and lead meetings, coordinate requirements, conduct testing and post-implementation assessment/report-out as required for all project related activities
  • Develop holistic reporting for projects impacting Claims team reflecting capacity required (both historic and future), primary project impacts and timelines etc.
  • provide regular communication updates on projects to leadership team and develop communication/training plans as required for Department
  • Participate and engage within project community; maintaining strong working relationships and cross-collaboration with peers across CFM, Business Analysts/Project Managers along with Technology and Product partners
  • support CFM Claims business in ad hoc functions that may include representing Claims in 'bridging the gap' sessions with partners, escalations or queries where strong subject matter expertise may be required
  • support implementation of any automation or iD8/EPE led initiatives
Job Requirements

  • Strong interpersonal skills; comfortable interacting with team members of all levels with proven ability to impact and influence
  • Ability to effectively manage multiple projects and priorities simultaneously – familiarity with both Waterfall and Agile project methodology
  • Ability to think conceptually and strategically to drive new initiatives
  • Strong communication and presentation skills. Ability to communicate technical and non-technical terms (written and verbally) into clear business language
  • Relationship management - ability to work collaboratively with partners, project leads and team
  • Ability to take initiative and work independently under tight timelines
  • Independent and self-motivated
  • Proficient with Microsoft Office applications; Excel, Word, PowerPoint
  • Experience with fraud management systems – PRM, TSYS, DPM, PEGA
  • Fraud subject matter expertise an asset
  • Post secondary degree is valuable but not required

At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

Job Family

Fraud Operations

Job Category - Primary

Anti-Money Laundering / Compliance & Regulatory Relations

Job Category(s)

Anti-Money Laundering / Compliance & Regulatory Relations



Business Line


Time Type

Full Time

Employment Type




**Province/State (Primary)


City (Primary)


Work Location

3500 Steeles Avenue East Building 1

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