Supervisor, Fraud Investigations - Toronto

Questrade Financial Group (QFG), through its companies - Questrade, Inc., Questrade Wealth Management Inc., Community Trust Company, Zolo, and Flexiti Financial Inc., provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, rea ...

Job description

Questrade Financial Group (QFG), through its companies - Questrade, Inc., Questrade Wealth Management Inc., Community Trust Company, Zolo, and Flexiti Financial Inc., provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more. Questrade uses cutting-edge technologies to develop innovative products that give customers better, more affordable ways to take control of their money. 
 
We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the future of fintech into existence. You will be a part of a collaborative team that cares deeply about our mission and each other. Your team members will help you conquer challenges, push boundaries and discover what you are truly capable of.
 
At QFG, we have a culture of innovation where technology serves people—both our team and our customers. We see AI as a collaborative and transformative enabler, and we are seeking forward-thinking individuals who can effectively integrate it into their daily work. The ideal candidate will be a catalyst for change, helping us use AI to create a more efficient and rewarding employee experience while also developing cutting-edge solutions that delight and serve our customers. Join us in shaping a future where AI empowers our team to do their best work and helps us deliver unparalleled customer experiences. 

This is a place where you can explore, discover and learn with continuous growth. As a diverse and inclusive place to work, with a hybrid working environment you can unleash your creativity and curiosity with no limits. If you share the same sense of infinite possibility, come shape your future at QFG.

What's in it for you as an employee of Flexiti?

• Health & wellbeing resources and programs 

• Paid vacation, personal, and sick days for work-life balance

• Competitive compensation and benefits packages

• Work-life balance in a hybrid environment with at least 3 days in office

• Career growth and development opportunities 

• Opportunities to contribute to community causes

• Work with diverse team members in an inclusive and collaborative environment 

This job posting is for an existing vacancy.

We're looking for our next Fraud Investigations Supervisor. Could it be you? 

The Fraud team is accountable to proactively and comprehensively combat fraud for all of Questrade Financial Group to mitigate fraud and reputational risks while also helping Canadians become much more financially successful and secure. 

Reporting to the Senior Manager, Fraud Operations, this role is responsible for ensuring fraud is managed at Questrade Financial Group. The Fraud Investigations Supervisor will work closely with leadership, partners, vendors, and direct reports to ensure alerts / cases are prioritized, reviewed, and documented. In addition, controls, documentation (e.g. procedures, playbooks), training, case tracking, reporting, regulatory requirements, stakeholder relationships, etc, are in place within the Fraud program and the enterprise. 

Due to the nature of fraud incidents, the Fraud Supervisor may occasionally need to respond to urgent cases outside of regular work hours. Flexibility and a proactive approach to handling these situations are essential.

The Fraud Investigations Supervisor is responsible for leading a team to detect, manage, respond, and oversee alerts, cases, and incidents of external fraud against QFG and its clients. The Supervisor will also promote thorough investigations and operational excellence within the department.

Need more details? Keep reading...

In this role, responsibilities include but are not limited to:

• Promoting operational excellence within the department while balancing the need to conduct appropriate, thorough investigations.

• Developing and leading a team of Fraud Investigators and executing with speed and impact through all aspects of fraud investigations.

• Monitoring and analyzing various information provided through detection systems, tools, reports, or manually to evaluate, investigate and determine required actions.

• Educating & providing advice to stakeholders and clients to meet their immediate security needs and providing tailored solutions to protect them and prevent fraud losses.

• Maintaining awareness of industry and regulatory developments.

• Reviewing, editing and approving comprehensive investigative reports as per internal and regulatory guidelines.

• Advising Senior Management of solutions, fraud issues, significant control weaknesses or deficiencies and trends identified during investigations.

• Supporting investigations against people or property of Questrade Financial Group of Companies.

• Partnering with internal & external stakeholders, as well as industry peers on best practices and trends as needed.

• Ensuring proper training of all aspects of fraud investigations internally on the team, in addition to across Questrade Financial Group.

• Developing KPIs to track team performance, losses and other indicators.

• Serving as a point of contact for internal teams for questions related to fraud losses.

• Overseeing tracking and monitoring, to enable identification and response of fraud trends.

• Helping to develop and maintain playbooks in response to fraud incidents, and engaging with business partners to scope and design holistic responses to fraud incidents, and working with partners to implement plans.

• Designing alert workflows as required and ensuring adherence to all SLAs within team functions.

So are YOU our next Fraud Investigations Supervisor? You are, if you...

• Hold a Bachelor's degree in business, a related field or equivalent experience

• Have 5+ years of experience in fraud operations, investigations, and risk management in financial services

• Are proficient in Google Suite applications (docs, sheets etc.)

• Have a strong investigative mindset to identify root causes to fraud cases through the use of industry tools and methodologies (e.g. link-analysis, footprinting tools, behavior analysis)

• Have experience analyzing and conducting root cause analysis to solve complex or ambiguous business problems

• Have the "know-how" to gather, analyze, organize, document and present information in a succinct and organized manner

• Possess a high degree of business and emotional intelligence

• Demonstrate excellent conceptual, investigative and critical thinking skills

• Have a deep understanding of the overall fraud lifecycle

• Have a solid understanding of trade-off between fraud mitigation and customer experience in the financial sector

• Have a proven record in working closely with leaders across lines of business, influencing and collaboration in cross-functional teams, with Ability to work effectively with both internal and external partners

• Have strong presentation and facilitation skills, with strong interpersonal and leadership skills

• Have sound analytical thinking, planning, prioritizing, and executing skills

• Are a proactive self-starter with strong People Leadership skills and an excellent written and verbal communicator

• Are able to see the big picture while comfortably carrying out the day to day responsibilities

Additional kudos if you… 

• Hold a Master's degree in business, a related field or equivalent experience

• Have SQL and Power BI experience

• Are Bilingual (English / French)

• Are a certified Fraud Examiner (CFE) or Certified Financial Crime Specialist (CFCS)

Additional Information…

• Operating hours are 8 am to 9 pm, Monday to Sunday 

• Shifts will be scheduled 5 days per week, not exceeding 40 hours in total

Compensation Information:

• Base salary range: $75,000 - $85,000

• The final compensation package will be commensurate with the successful candidate's experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full-Time Permanent roles.

Sounds like you? Click below to apply

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At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued. You will be supported and motivated, so that you can harness your unlimited potential. Our team reflects the diversity of the communities we serve and operate in. Having a collaborative and diverse team helps us push boundaries to bring the future of fintech into existence—not only for the benefit of our customers, but for those who build their career with us. 

Questrade Financial Group of companies Applicant Tracking System utilizes artificial intelligence (AI) for application screening. The AI system operates on predetermined criteria, with final decisions subject to human review. 

Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs.