Published on

Feb 9, 2024

Published on

Feb 9, 2024

Published on

Feb 9, 2024

Published on

Feb 9, 2024

Fraud Agent II (Investigations)

Fraud Agent II (Investigations)

Fraud Agent II (Investigations)

Fraud Agent II (Investigations)

Full-time

/

Mount Laurel, NJ

/

Hybrid

Full-time

/

Mount Laurel, NJ

/

Hybrid

Full-time

/

Mount Laurel, NJ

/

Hybrid

Full-time

/

Mount Laurel, NJ

/

Hybrid

About the job

TD Description

Our Values
At TD, we're guided by our purpose to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and behaviors. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career, and be part of our caring and inclusive culture.

Making Your Well-being a Priority
A caring and supportive culture that promotes colleague well-being is core to who we are. At TD, we focus on total well-being with extensive programs to help colleagues assess, manage, and improve their well-being across four core pillars — physical, financial, social and mental/emotional. In addition, we champion a safe and inclusive work environment, so colleagues feel a sense of belonging and feel supported in their personal and professional growth. Through our focus on well-being, we know that we can help our colleagues thrive, contribute to our culture of care, and support better business outcomes, because when colleagues feel their best, they're more likely to do their best.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals. Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition.

How We Work
At TD, we believe in-person connections fuel collaboration and collective creativity. Our workplace experience empowers colleagues to do great work side-by-side at TD locations, while offering flexibility to work remotely where it makes sense for the work and team. Our teams work in one of three workplace models: hybrid, onsite and primarily remote. Wherever our colleagues are working, they’ll always have access to the TD community to experience our culture of care.

Who We Are
TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues. TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.

Department Overview
The Fraud Agent II (Investigations) provides a range of analytical, adjudication, detection, operational, escalation and/or evaluation process support for a defined area or function like Claims/Detection/Specialty within the Fraud group.

The Fraud Agent II (Investigations) is responsible for minimizing losses to customers and the Bank and contributing to the management of adverse impacts and reputational risks as part of the resolution and recovery process.

This position will be a hybrid role, working some days remote and some days in the office at the following location:

6000 Atrium Way
Mount Laurel, NJ 08054

Days/Hours: Monday-Friday; 8:00am to 5:00pm

Job Description

Depth & Scope:

  • Requires solid knowledge and performs multiple and/or diverse tasks that are complex, involving multiple steps, systems, and jurisdictions

  • Transactions and activities require solid knowledge across a broad range or variety of products, processes or systems within own area of specialty and where transactions could be characterized by moderate to high risk

  • Gathers and analyzes data to identify and solve complex problems, escalates as required

  • Uses sound judgement and understanding of process/policy risk when recommending exceptions outside general practices or guidelines

  • Generally interacts with internal customers/partners for functions performed and/or external customers

  • May provide process/policy guidance to others (e.g. within team, internal partners)

  • Focus of work is weekly, monthly and/or longer with addition of ad-hoc and initiative based requests, as required

  • Requires solid knowledge of the business unit / operational functions as well as regulatory issues/ requirements for jurisdictions supported

  • May involve cross-functional teams across TD and/or involving external contacts

Job Requirements

Education & Experience:

  • High School diploma required; Undergraduate degree preferred

  • 2+ years relevant experience

  • Solid knowledge of transactions, products, services, systems and technical processes of line of business and regulatory issues/requirements

  • Skilled in using computer applications including MS Office

  • Ability to communicate effectively in both oral and written form

  • Ability to pay high attention to details

  • Ability to analyze, research, organize and prioritize work while meeting multiple deadlines

  • Ability to work successfully as a member of a team and independently

  • Ability to handle confidential information with discretion

  • Must be eligible for employment under regulatory standards applicable to the position.

Customer
Accountabilities:

  • Processes/investigates/adjudicates/detects assigned claim fraud files and conducts effective analysis and/or investigation of fraud claims/disputes to minimize financial loss to the Bank

  • Completes appropriate analysis/re-presentment/judgment adhering to respective rules and regulations within appropriate timelines as required

  • Utilizes a variety of analytical techniques and systems to analyze trends and makes informed decisions concerning claims

  • Allocates losses and evaluates potentially unusual and/or questionable account activity to deem fraudulent or not by utilizing a variety of analytical techniques and different systems

  • Provides in-depth analysis/detection of claims/fraud patterns that are a result of account take overs, identities theft or customers who are being impersonated. These can be transactions that were done online, or in branch

  • Evaluates/analyses/investigates potentially suspicious and/or questionable account activity and will escalate for further investigation and due diligence as required

  • Assists business partners with questions when losses are attributed to their cost centers and/or provide procedural guidance

  • Provides guidance to partners on how to protect customers and the Bank against fraud

  • Acts as deep specialist/expert within defined area and be a key resource to the Analysts and Agents and other partner solution employees and provides well founded recommendations and/or solutions to business partners

Shareholder
Accountabilities:

  • Prioritizes and manages own workload to meet SLA requirements for service and productivity

  • Consistently exercises discretion in managing correspondence, information and all matters of confidentiality; escalates issues where appropriate

  • Be knowledgeable of practices and procedures within own area of responsibility and keeps abreast of emerging trends for own functional area

  • Understands and applies operating policies and procedures

  • Follows internal and industry regulations and operating practices in completing and recording transactions for either the organization or clients

  • Escalates non-standard or high risk activities as necessary

  • Ensures documentation that is prepared/completed is accurate and properly reflects business intentions and is consistent with relevant rules/regulations

  • May lead work streams by acting as a project lead/subject matter expert for small scale projects/initiatives in accordance with project management methodologies

  • Conducts reporting and/or meaningful analysis at the functional or enterprise level using results to draw conclusions, make recommendations, assess the effectiveness of programs/policies/practices

  • Completes investigations – reports/escalates risk issues or process gaps identified

  • Identifies and recommends opportunities to enhance productivity, effectiveness and operational efficiency

  • Ensures necessary due diligence to support the accuracy of all transactions/activities

  • Maintains a culture of risk management and control, supported by effective processes in alignment with risk appetite

  • Be knowledgeable of and complies with Bank Code of Conduct



Inclusiveness

Our Commitment to Diversity, Equity, and Inclusion
At TD, we’re committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We’re dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.

EOE/Minorities/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity.

Accommodation
If you are a candidate with a disability and need accommodations to complete the application process, email the TD Bank US Workplace Accommodations Program at USWAPTDO@td.com. Include your full name, best way to reach you, and the accommodation needed to assist you with the application process.

How We're Helping Make an Impact in Communities
TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That’s why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative. Under the TD Ready Commitment, we are targeting a total of $1 billion by 2030 in community giving across four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It’s our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities.

We look forward to hearing from you!

About the job

TD Description

Our Values
At TD, we're guided by our purpose to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and behaviors. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career, and be part of our caring and inclusive culture.

Making Your Well-being a Priority
A caring and supportive culture that promotes colleague well-being is core to who we are. At TD, we focus on total well-being with extensive programs to help colleagues assess, manage, and improve their well-being across four core pillars — physical, financial, social and mental/emotional. In addition, we champion a safe and inclusive work environment, so colleagues feel a sense of belonging and feel supported in their personal and professional growth. Through our focus on well-being, we know that we can help our colleagues thrive, contribute to our culture of care, and support better business outcomes, because when colleagues feel their best, they're more likely to do their best.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals. Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition.

How We Work
At TD, we believe in-person connections fuel collaboration and collective creativity. Our workplace experience empowers colleagues to do great work side-by-side at TD locations, while offering flexibility to work remotely where it makes sense for the work and team. Our teams work in one of three workplace models: hybrid, onsite and primarily remote. Wherever our colleagues are working, they’ll always have access to the TD community to experience our culture of care.

Who We Are
TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues. TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.

Department Overview
The Fraud Agent II (Investigations) provides a range of analytical, adjudication, detection, operational, escalation and/or evaluation process support for a defined area or function like Claims/Detection/Specialty within the Fraud group.

The Fraud Agent II (Investigations) is responsible for minimizing losses to customers and the Bank and contributing to the management of adverse impacts and reputational risks as part of the resolution and recovery process.

This position will be a hybrid role, working some days remote and some days in the office at the following location:

6000 Atrium Way
Mount Laurel, NJ 08054

Days/Hours: Monday-Friday; 8:00am to 5:00pm

Job Description

Depth & Scope:

  • Requires solid knowledge and performs multiple and/or diverse tasks that are complex, involving multiple steps, systems, and jurisdictions

  • Transactions and activities require solid knowledge across a broad range or variety of products, processes or systems within own area of specialty and where transactions could be characterized by moderate to high risk

  • Gathers and analyzes data to identify and solve complex problems, escalates as required

  • Uses sound judgement and understanding of process/policy risk when recommending exceptions outside general practices or guidelines

  • Generally interacts with internal customers/partners for functions performed and/or external customers

  • May provide process/policy guidance to others (e.g. within team, internal partners)

  • Focus of work is weekly, monthly and/or longer with addition of ad-hoc and initiative based requests, as required

  • Requires solid knowledge of the business unit / operational functions as well as regulatory issues/ requirements for jurisdictions supported

  • May involve cross-functional teams across TD and/or involving external contacts

Job Requirements

Education & Experience:

  • High School diploma required; Undergraduate degree preferred

  • 2+ years relevant experience

  • Solid knowledge of transactions, products, services, systems and technical processes of line of business and regulatory issues/requirements

  • Skilled in using computer applications including MS Office

  • Ability to communicate effectively in both oral and written form

  • Ability to pay high attention to details

  • Ability to analyze, research, organize and prioritize work while meeting multiple deadlines

  • Ability to work successfully as a member of a team and independently

  • Ability to handle confidential information with discretion

  • Must be eligible for employment under regulatory standards applicable to the position.

Customer
Accountabilities:

  • Processes/investigates/adjudicates/detects assigned claim fraud files and conducts effective analysis and/or investigation of fraud claims/disputes to minimize financial loss to the Bank

  • Completes appropriate analysis/re-presentment/judgment adhering to respective rules and regulations within appropriate timelines as required

  • Utilizes a variety of analytical techniques and systems to analyze trends and makes informed decisions concerning claims

  • Allocates losses and evaluates potentially unusual and/or questionable account activity to deem fraudulent or not by utilizing a variety of analytical techniques and different systems

  • Provides in-depth analysis/detection of claims/fraud patterns that are a result of account take overs, identities theft or customers who are being impersonated. These can be transactions that were done online, or in branch

  • Evaluates/analyses/investigates potentially suspicious and/or questionable account activity and will escalate for further investigation and due diligence as required

  • Assists business partners with questions when losses are attributed to their cost centers and/or provide procedural guidance

  • Provides guidance to partners on how to protect customers and the Bank against fraud

  • Acts as deep specialist/expert within defined area and be a key resource to the Analysts and Agents and other partner solution employees and provides well founded recommendations and/or solutions to business partners

Shareholder
Accountabilities:

  • Prioritizes and manages own workload to meet SLA requirements for service and productivity

  • Consistently exercises discretion in managing correspondence, information and all matters of confidentiality; escalates issues where appropriate

  • Be knowledgeable of practices and procedures within own area of responsibility and keeps abreast of emerging trends for own functional area

  • Understands and applies operating policies and procedures

  • Follows internal and industry regulations and operating practices in completing and recording transactions for either the organization or clients

  • Escalates non-standard or high risk activities as necessary

  • Ensures documentation that is prepared/completed is accurate and properly reflects business intentions and is consistent with relevant rules/regulations

  • May lead work streams by acting as a project lead/subject matter expert for small scale projects/initiatives in accordance with project management methodologies

  • Conducts reporting and/or meaningful analysis at the functional or enterprise level using results to draw conclusions, make recommendations, assess the effectiveness of programs/policies/practices

  • Completes investigations – reports/escalates risk issues or process gaps identified

  • Identifies and recommends opportunities to enhance productivity, effectiveness and operational efficiency

  • Ensures necessary due diligence to support the accuracy of all transactions/activities

  • Maintains a culture of risk management and control, supported by effective processes in alignment with risk appetite

  • Be knowledgeable of and complies with Bank Code of Conduct



Inclusiveness

Our Commitment to Diversity, Equity, and Inclusion
At TD, we’re committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We’re dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.

EOE/Minorities/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity.

Accommodation
If you are a candidate with a disability and need accommodations to complete the application process, email the TD Bank US Workplace Accommodations Program at USWAPTDO@td.com. Include your full name, best way to reach you, and the accommodation needed to assist you with the application process.

How We're Helping Make an Impact in Communities
TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That’s why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative. Under the TD Ready Commitment, we are targeting a total of $1 billion by 2030 in community giving across four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It’s our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities.

We look forward to hearing from you!

About the job

TD Description

Our Values
At TD, we're guided by our purpose to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and behaviors. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career, and be part of our caring and inclusive culture.

Making Your Well-being a Priority
A caring and supportive culture that promotes colleague well-being is core to who we are. At TD, we focus on total well-being with extensive programs to help colleagues assess, manage, and improve their well-being across four core pillars — physical, financial, social and mental/emotional. In addition, we champion a safe and inclusive work environment, so colleagues feel a sense of belonging and feel supported in their personal and professional growth. Through our focus on well-being, we know that we can help our colleagues thrive, contribute to our culture of care, and support better business outcomes, because when colleagues feel their best, they're more likely to do their best.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals. Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition.

How We Work
At TD, we believe in-person connections fuel collaboration and collective creativity. Our workplace experience empowers colleagues to do great work side-by-side at TD locations, while offering flexibility to work remotely where it makes sense for the work and team. Our teams work in one of three workplace models: hybrid, onsite and primarily remote. Wherever our colleagues are working, they’ll always have access to the TD community to experience our culture of care.

Who We Are
TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues. TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.

Department Overview
The Fraud Agent II (Investigations) provides a range of analytical, adjudication, detection, operational, escalation and/or evaluation process support for a defined area or function like Claims/Detection/Specialty within the Fraud group.

The Fraud Agent II (Investigations) is responsible for minimizing losses to customers and the Bank and contributing to the management of adverse impacts and reputational risks as part of the resolution and recovery process.

This position will be a hybrid role, working some days remote and some days in the office at the following location:

6000 Atrium Way
Mount Laurel, NJ 08054

Days/Hours: Monday-Friday; 8:00am to 5:00pm

Job Description

Depth & Scope:

  • Requires solid knowledge and performs multiple and/or diverse tasks that are complex, involving multiple steps, systems, and jurisdictions

  • Transactions and activities require solid knowledge across a broad range or variety of products, processes or systems within own area of specialty and where transactions could be characterized by moderate to high risk

  • Gathers and analyzes data to identify and solve complex problems, escalates as required

  • Uses sound judgement and understanding of process/policy risk when recommending exceptions outside general practices or guidelines

  • Generally interacts with internal customers/partners for functions performed and/or external customers

  • May provide process/policy guidance to others (e.g. within team, internal partners)

  • Focus of work is weekly, monthly and/or longer with addition of ad-hoc and initiative based requests, as required

  • Requires solid knowledge of the business unit / operational functions as well as regulatory issues/ requirements for jurisdictions supported

  • May involve cross-functional teams across TD and/or involving external contacts

Job Requirements

Education & Experience:

  • High School diploma required; Undergraduate degree preferred

  • 2+ years relevant experience

  • Solid knowledge of transactions, products, services, systems and technical processes of line of business and regulatory issues/requirements

  • Skilled in using computer applications including MS Office

  • Ability to communicate effectively in both oral and written form

  • Ability to pay high attention to details

  • Ability to analyze, research, organize and prioritize work while meeting multiple deadlines

  • Ability to work successfully as a member of a team and independently

  • Ability to handle confidential information with discretion

  • Must be eligible for employment under regulatory standards applicable to the position.

Customer
Accountabilities:

  • Processes/investigates/adjudicates/detects assigned claim fraud files and conducts effective analysis and/or investigation of fraud claims/disputes to minimize financial loss to the Bank

  • Completes appropriate analysis/re-presentment/judgment adhering to respective rules and regulations within appropriate timelines as required

  • Utilizes a variety of analytical techniques and systems to analyze trends and makes informed decisions concerning claims

  • Allocates losses and evaluates potentially unusual and/or questionable account activity to deem fraudulent or not by utilizing a variety of analytical techniques and different systems

  • Provides in-depth analysis/detection of claims/fraud patterns that are a result of account take overs, identities theft or customers who are being impersonated. These can be transactions that were done online, or in branch

  • Evaluates/analyses/investigates potentially suspicious and/or questionable account activity and will escalate for further investigation and due diligence as required

  • Assists business partners with questions when losses are attributed to their cost centers and/or provide procedural guidance

  • Provides guidance to partners on how to protect customers and the Bank against fraud

  • Acts as deep specialist/expert within defined area and be a key resource to the Analysts and Agents and other partner solution employees and provides well founded recommendations and/or solutions to business partners

Shareholder
Accountabilities:

  • Prioritizes and manages own workload to meet SLA requirements for service and productivity

  • Consistently exercises discretion in managing correspondence, information and all matters of confidentiality; escalates issues where appropriate

  • Be knowledgeable of practices and procedures within own area of responsibility and keeps abreast of emerging trends for own functional area

  • Understands and applies operating policies and procedures

  • Follows internal and industry regulations and operating practices in completing and recording transactions for either the organization or clients

  • Escalates non-standard or high risk activities as necessary

  • Ensures documentation that is prepared/completed is accurate and properly reflects business intentions and is consistent with relevant rules/regulations

  • May lead work streams by acting as a project lead/subject matter expert for small scale projects/initiatives in accordance with project management methodologies

  • Conducts reporting and/or meaningful analysis at the functional or enterprise level using results to draw conclusions, make recommendations, assess the effectiveness of programs/policies/practices

  • Completes investigations – reports/escalates risk issues or process gaps identified

  • Identifies and recommends opportunities to enhance productivity, effectiveness and operational efficiency

  • Ensures necessary due diligence to support the accuracy of all transactions/activities

  • Maintains a culture of risk management and control, supported by effective processes in alignment with risk appetite

  • Be knowledgeable of and complies with Bank Code of Conduct



Inclusiveness

Our Commitment to Diversity, Equity, and Inclusion
At TD, we’re committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We’re dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.

EOE/Minorities/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity.

Accommodation
If you are a candidate with a disability and need accommodations to complete the application process, email the TD Bank US Workplace Accommodations Program at USWAPTDO@td.com. Include your full name, best way to reach you, and the accommodation needed to assist you with the application process.

How We're Helping Make an Impact in Communities
TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That’s why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative. Under the TD Ready Commitment, we are targeting a total of $1 billion by 2030 in community giving across four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It’s our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities.

We look forward to hearing from you!

About the job

TD Description

Our Values
At TD, we're guided by our purpose to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and behaviors. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career, and be part of our caring and inclusive culture.

Making Your Well-being a Priority
A caring and supportive culture that promotes colleague well-being is core to who we are. At TD, we focus on total well-being with extensive programs to help colleagues assess, manage, and improve their well-being across four core pillars — physical, financial, social and mental/emotional. In addition, we champion a safe and inclusive work environment, so colleagues feel a sense of belonging and feel supported in their personal and professional growth. Through our focus on well-being, we know that we can help our colleagues thrive, contribute to our culture of care, and support better business outcomes, because when colleagues feel their best, they're more likely to do their best.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals. Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition.

How We Work
At TD, we believe in-person connections fuel collaboration and collective creativity. Our workplace experience empowers colleagues to do great work side-by-side at TD locations, while offering flexibility to work remotely where it makes sense for the work and team. Our teams work in one of three workplace models: hybrid, onsite and primarily remote. Wherever our colleagues are working, they’ll always have access to the TD community to experience our culture of care.

Who We Are
TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues. TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.

Department Overview
The Fraud Agent II (Investigations) provides a range of analytical, adjudication, detection, operational, escalation and/or evaluation process support for a defined area or function like Claims/Detection/Specialty within the Fraud group.

The Fraud Agent II (Investigations) is responsible for minimizing losses to customers and the Bank and contributing to the management of adverse impacts and reputational risks as part of the resolution and recovery process.

This position will be a hybrid role, working some days remote and some days in the office at the following location:

6000 Atrium Way
Mount Laurel, NJ 08054

Days/Hours: Monday-Friday; 8:00am to 5:00pm

Job Description

Depth & Scope:

  • Requires solid knowledge and performs multiple and/or diverse tasks that are complex, involving multiple steps, systems, and jurisdictions

  • Transactions and activities require solid knowledge across a broad range or variety of products, processes or systems within own area of specialty and where transactions could be characterized by moderate to high risk

  • Gathers and analyzes data to identify and solve complex problems, escalates as required

  • Uses sound judgement and understanding of process/policy risk when recommending exceptions outside general practices or guidelines

  • Generally interacts with internal customers/partners for functions performed and/or external customers

  • May provide process/policy guidance to others (e.g. within team, internal partners)

  • Focus of work is weekly, monthly and/or longer with addition of ad-hoc and initiative based requests, as required

  • Requires solid knowledge of the business unit / operational functions as well as regulatory issues/ requirements for jurisdictions supported

  • May involve cross-functional teams across TD and/or involving external contacts

Job Requirements

Education & Experience:

  • High School diploma required; Undergraduate degree preferred

  • 2+ years relevant experience

  • Solid knowledge of transactions, products, services, systems and technical processes of line of business and regulatory issues/requirements

  • Skilled in using computer applications including MS Office

  • Ability to communicate effectively in both oral and written form

  • Ability to pay high attention to details

  • Ability to analyze, research, organize and prioritize work while meeting multiple deadlines

  • Ability to work successfully as a member of a team and independently

  • Ability to handle confidential information with discretion

  • Must be eligible for employment under regulatory standards applicable to the position.

Customer
Accountabilities:

  • Processes/investigates/adjudicates/detects assigned claim fraud files and conducts effective analysis and/or investigation of fraud claims/disputes to minimize financial loss to the Bank

  • Completes appropriate analysis/re-presentment/judgment adhering to respective rules and regulations within appropriate timelines as required

  • Utilizes a variety of analytical techniques and systems to analyze trends and makes informed decisions concerning claims

  • Allocates losses and evaluates potentially unusual and/or questionable account activity to deem fraudulent or not by utilizing a variety of analytical techniques and different systems

  • Provides in-depth analysis/detection of claims/fraud patterns that are a result of account take overs, identities theft or customers who are being impersonated. These can be transactions that were done online, or in branch

  • Evaluates/analyses/investigates potentially suspicious and/or questionable account activity and will escalate for further investigation and due diligence as required

  • Assists business partners with questions when losses are attributed to their cost centers and/or provide procedural guidance

  • Provides guidance to partners on how to protect customers and the Bank against fraud

  • Acts as deep specialist/expert within defined area and be a key resource to the Analysts and Agents and other partner solution employees and provides well founded recommendations and/or solutions to business partners

Shareholder
Accountabilities:

  • Prioritizes and manages own workload to meet SLA requirements for service and productivity

  • Consistently exercises discretion in managing correspondence, information and all matters of confidentiality; escalates issues where appropriate

  • Be knowledgeable of practices and procedures within own area of responsibility and keeps abreast of emerging trends for own functional area

  • Understands and applies operating policies and procedures

  • Follows internal and industry regulations and operating practices in completing and recording transactions for either the organization or clients

  • Escalates non-standard or high risk activities as necessary

  • Ensures documentation that is prepared/completed is accurate and properly reflects business intentions and is consistent with relevant rules/regulations

  • May lead work streams by acting as a project lead/subject matter expert for small scale projects/initiatives in accordance with project management methodologies

  • Conducts reporting and/or meaningful analysis at the functional or enterprise level using results to draw conclusions, make recommendations, assess the effectiveness of programs/policies/practices

  • Completes investigations – reports/escalates risk issues or process gaps identified

  • Identifies and recommends opportunities to enhance productivity, effectiveness and operational efficiency

  • Ensures necessary due diligence to support the accuracy of all transactions/activities

  • Maintains a culture of risk management and control, supported by effective processes in alignment with risk appetite

  • Be knowledgeable of and complies with Bank Code of Conduct



Inclusiveness

Our Commitment to Diversity, Equity, and Inclusion
At TD, we’re committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We’re dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.

EOE/Minorities/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity.

Accommodation
If you are a candidate with a disability and need accommodations to complete the application process, email the TD Bank US Workplace Accommodations Program at USWAPTDO@td.com. Include your full name, best way to reach you, and the accommodation needed to assist you with the application process.

How We're Helping Make an Impact in Communities
TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That’s why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative. Under the TD Ready Commitment, we are targeting a total of $1 billion by 2030 in community giving across four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It’s our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities.

We look forward to hearing from you!

About Company

The Toronto-Dominion Bank & its subsidiaries are collectively known as TD Bank Group (TD). TD is the sixth largest bank in North America by branches & serves approximately 22 million customers in a number of locations in key financial centres around the globe. Over 85,000 TD employees represent the strongest team in banking. Delivering legendary customer experiences is who we are & is part of being the Better Bank. Visit our Careers page to learn more about TD & why TD is a great place to work.

Total Employees

100,727

Company 2-Year Growth

20%

Median Employee Tenure

5.8 years