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Fraud & Identity Customer Success Manager

  • Toronto
  • Operations
  • Full time
  • J00159146
A7405979 2

Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.

Fraud Functional Consultants provide pre- and post-implementation consulting services to organizations to help our clients maximize value, solve problems and improve business efficiency in the area of Fraud & Identity solutions.   Key activities include functional solution design, planning and configuration assistance; client training; account management and post implementation support.

What you'll do

  • Gather and analyze data from various sources including (but not limited to) internal as well as clients in order to analyze solution performance, identify new performance indicators and trends, and recommend the introduction of new or modifications to existing business rules, configurations and strategies.

  • Provide planning, design, development, configuration assistance, application training, problem resolution and second level support to new and existing clients.

  • Develop and sustain an ongoing client support model that includes (but not limited to): regular cadence meetings, quarterly business reviews and annual health check to assess solution performance.

  • Conduct required training classes/workshops for client employees at a variety of levels.

  • Participate in meetings with pre-sales consultants &/or account managers, and client stakeholders to determine the scope of projects, requirements, timelines and assist with the coordination of internal and external prioritization.

  • Communicate with internal and external stakeholders on project status and provide subject matter expertise on fraud related projects.

  •  Stay current with the latest fraud trends and provide those insights back to their clients; present at industry events as a fraud subject matter expert, including user groups or industry specific speaking engagements.

  •  Where Equifax Managed Services are engaged on an account, assist with fraud investigator training, monitor investigators’ production, performs audits and reviews of their deliverables


What experience you need

  • 7+ years of relevant fraud experience in the detection, identification, investigation or management of fraud related events.

  • 5+ years of customer service or client facing roles within financial services, automotive lending, telecommunications, insurance and/or government/public sector.

  • Knowledge of fraud case management systems.

  • Strong interpersonal, oral & written communication and presentation skills.

  • Strong analytical and critical thinking skills, and able to interpret complex information and articulate client needs.

  • Proficient computer skills including, MS Office, Google Suite and SharePoint.

  • May be required to work occasional weekend/holiday/evening hours and varying shifts and travel flexibility required (Canada & U.S.).


What could set you apart

  • Previous experience in data analytics, trend analysis, forecasting, predictive modelling.

  • Intermediate knowledge of AML and FINTRAC.

  • Intermediate/expert knowledge of credit adjudication processing, policies and best practices.

  • Bachelor’s degree in criminology, related field or equivalent experience preferred.

  • CFE (Canadian Fraud Examiner) certification.

  • Bilingual (English & French).

  • Industry association/membership preferred; fraud/risk specific.

  • Product knowledge/experience of Equifax’s credit, fraud and authentication products.

We offer comprehensive compensation and healthcare packages, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

Are you ready to power your possible? Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!

Who is Equifax? 

At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence. ​​​​​​​ 

We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best. 

Equifax is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Working at Equifax

We believe in a growth mindset. At Equifax, this includes providing our employees opportunities to perform at their best and learn new skills along the way to inspire and build fulfilling careers. Watch our video to learn more about how you can power your possible! 

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