Front Line Manager - Fraud

255 Consumers Rd (93020), Canada, Toronto,Toronto, ON,

At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Front Line Manager - Fraud

As a Front-Line Manager within Fraud Operations, you will be responsible for leading a high performing team of Fraud Recovery Agent in our Toronto Contact Centre. The role involves analyzing data to identify trends, patterns and spikes in fraudulent activity to mitigate organized fraud attacks. You are also expected to share recommendations and partner with the Strategy and Analytics teams to identify and close gaps in processes and/or defenses to minimize fraud losses, while driving NPS.

Responsibilities:

  • Develop and implement Fraud Recovery operational programs to motivate associates and stimulate a high sense of fraud awareness, business ownership and urgency
  • Lead, coach, and provide professional development and skill enhancement to agents handling incoming customer calls and managing recovery cases
  • Cultivate an environment of trust, teamwork, self-confidence and ownership
  • Proactively identify and implement strategies to improve quality and productivity
  • Foster and maintain a high level of quality in case management
  • Ensure compliance with operational instructions and federal regulations
  • Manage team schedule adherence, call quality and productivity in support of business targets
  • Reduce credit exposure and fraud losses by recommending changes that are cost effective while maintaining a high level of customer service
  • Assist in the development and execution of improvements in policies and procedures
  • Coordinate multiple priorities and demonstrate initiative in completing projects
  • Provide subject matter expertise on Fraud Recovery issues/situations when required


Basic Qualifications:
  • High School Diploma, GED or equivalent certification
  • Minimum 2 years People Management experience
  • Minimum 2 years Call Center experience
  • Minimum 1 year Fraud Recovery experience


Preferred Qualifications:
  • Bachelor's Degree
  • 3+ years in People Management within a call center environment
  • Proficient in TSYS and Chordiant applications
  • Effective Time management & organizational skills
  • Fluent in English and French


Capital One Canada is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants and will meet the needs of those requiring reasonable accommodations.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).


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