About the Company
As one of Canada’s largest banks, TD Bank Group is committed to providing exceptional financial services and fostering a culture of integrity and customer trust. We are a leading North American financial institution with a strong emphasis on customer experience and community involvement. Join our team and be part of an organization that values your growth and contributions.
Job Description
As a Fraud Claims Intake Specialist, you will be the first point of contact for customers reporting potential fraud or suspicious activity on their bank accounts. Operating within a dynamic call center environment, you will be responsible for empathetically listening to customer concerns, accurately documenting fraud claims, and guiding customers through the initial steps of the resolution process. This role requires excellent communication skills, a keen eye for detail, and the ability to maintain composure while assisting customers in potentially stressful situations. Full training will be provided to ensure your success in this critical role safeguarding our customers’ assets.
Key Responsibilities
- Answer inbound calls from customers reporting suspected fraudulent transactions or activity.
- Listen empathetically to customer concerns and gather all necessary details regarding the potential fraud.
- Accurately document all reported claims, ensuring compliance with internal policies and regulatory requirements.
- Provide clear and concise information to customers regarding the fraud claims process and next steps.
- Educate customers on best practices for protecting their accounts and personal information.
- Escalate complex or high-priority fraud cases to specialized teams as per established protocols.
- Maintain a high level of customer satisfaction and professionalism in all interactions.
Required Skills
- Exceptional verbal communication and active listening skills.
- Strong empathy and ability to de-escalate emotional situations.
- Basic computer proficiency and ability to navigate multiple systems simultaneously.
- Ability to maintain strict confidentiality and adhere to data privacy regulations.
- Strong attention to detail and accuracy in data entry.
- Problem-solving aptitude and critical thinking skills.
Preferred Qualifications
- Previous experience in a customer service or call center environment.
- Familiarity with banking products and services.
- Ability to work effectively in a fast-paced, target-driven environment.
- High school diploma or equivalent; post-secondary education is an asset.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Paid time off and holiday pay.
- Employee pension plan and stock purchase programs.
- Opportunities for career advancement and professional development.
- On-site training and continuous learning programs.
- Employee assistance program and wellness initiatives.
- Access to employee banking benefits.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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