Complaints Investigator, Fraud Customer Care Unit

The Financial Crimes Unit (FCU) brings together our Cybersecurity, Fraud, Physical Security and Resilience Planning capabilities to address the ever-growing and increasingly complex global security environment. It is a highly collaborative effort that greatly enhances BMO’s ability to rapidly prevent, detect, respond to, and recover from all security & crisis threats. This position offers a unique experience to learn from experienced leaders in the industry, join a team building the 21st century model for security and helping grow the good by protecting our customers and communities.

• Rotating Shifts 8 AM - 7 PM, 365 days a year including Weekends and Holidays

Conducts investigations to identify, assess, decision and report on activity that indicates an exposure to financial crimes. Ensures potential threats and investigations are evaluated, documented, managed and escalated by following standard operating procedures. Provides subject matter expertise and oversight of criminal risk by following a disciplined and intelligence-based approach to detection and research of activities and events in alignment with criminal risk frameworks and standards to ensure compliance as well as support trending, analysis and insights generation.

• Integrates information from multiple sources to enable more efficient processes, enhanced analysis and/or streamlined reporting.
• Identifies business needs, provides content/develops tools and training programs; may include delivery of training to audiences.
• Provides advice and guidance to assigned business/group on implementation of solutions.
• Thinks creatively and proposes new solutions.
• Works mostly independently.
• Focus may be on a business/group.
• Develops solutions and makes recommendations based on an understanding of business strategy and stakeholder needs.
• Supports the collection of evidence and information to be used for multiple purposes including incident reports/filings, loss prevention, litigation and criminal prosecution, management information and statistics, and process improvements.
• Develops and maintains an understanding of the financial crime management processes, frameworks and techniques.
• Documents actions and information found throughout the investigation to develop and maintain account/case files.
• Prepares reports, notifications and activity/case filings per guidelines and standards.
• Analyzes and assesses incidents or cases that may be complex and require knowledge on several different product lines.
• Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
• Supports the planning and implementation of programs designed to minimize risk exposures and maximize the efficiency and effectiveness of the analytical processes.
• Builds effective relationships with internal/external stakeholders (e.g. law enforcement agencies and other Financial Institutions to collaborate in investigations).
• Executes routine tasks such as service requests, transactions, queries etc. within relevant service level agreements.
• Broader work or accountabilities may be assigned as needed.
• Monitors and analyzes various information provided through detection systems, tools, reports, or manually to evaluate, investigate and determine required actions.
• Provides notification, information and instructions to internal/external stakeholders related to incidents as necessary.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Helps determine business priorities and best sequence for execution of business/group strategy.
• Provides input and develops recommendations for process and customer service improvements.
• Ensures alignment between stakeholders.
• Conducts independent analysis and assessment to resolve strategic issues.
• Gathers and formats data into regular and ad-hoc reports, and dashboards.
• Analyzes data and information to provide insights and recommendations.
• Stays abreast of financial crimes risk trends, relevant regulations and compliance standards.

Qualifications:

• Verbal & written communication skills - In-depth.
• Analytical and problem solving skills - In-depth.
• Influence skills - In-depth.
• Specialized knowledge from education and/or business experience.
• Knowledge of risk and regulatory requirements as they apply to financial crimes is an asset.
• Typically, between 3-5 years of relevant experience and a post-secondary degree in related field of study or an equivalent combination of education and experience.
• Knowledge of banking products, services, processes, and organization is an asset.
• Collaboration & team skills - In-depth.

We’re here to help

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.