Job Description

We’re looking for a Fraud & Investigation Senior Analyst to join our Insurance Operations Team at MBPS. In this role, you will be responsible for the development and management of strategies and initiatives to prevent detect and respond to organized crime activities targeting Manulife Bank and Trust, its staff, and customers. It is responsible to assess and identify risk, evaluate, and recommend management strategies to reduce, deter, and educate. The role is responsible for contributing to the unusual activity monitoring strategy roadmap to ensure systems and processes are in place, and reporting is completed as required by legislation.

Position Responsibilities:

• Monitor Fraud Alerts, trends and review transactions with various tools used by Fraud Team
• Verify statements requested by the other financial institutions.
• Make outgoing calls to clients for transaction verification
• Work directly with business unit in response to issues and questions regarding fraud related processes
• Flexibility to work overtime during high volume situations.

Required Qualifications:

• At least 2-3 years of work experience in fraud operations, with familiarity in fraud trends, electronic money transfers, and vendor transactions. Understanding of various types of scams is essential.
• A minimum of 6 months of proven experience handling client interactions via outbound and inbound calls, particularly in high-risk or sensitive cases.
• Familiarity with fraud tools and applications.
• College/University graduate preferably with a degree in Banking and Finance, Management, or any business-related course
• The Fraud Department operates in a 24/7 environment and candidates should be flexible to work on weekends, statutory holidays, shifting schedule and is willing to work overtime during high volume situations or emergencies.

Preferred Qualifications:

• Ability to clearly understand and act on presented problem statement; to comprehend, capture as well as interpret basic customer information.
• Ability to compose a grammatically correct, clear and concise email
• Candidate must demonstrate problem solving skills.
• Ability to apply sound judgment with strong decision-making skills.
• Ability to handle sensitive information and maintain its confidentiality
• Dealing with and balancing multiple items/tasks of high priority
• Supports organizational goals to reduce and/or eliminate risks, specifically on fraud
• Make recommendations for process improvements
• Empowered to make decisions on exception requests when it is in the best interest of both the client and business, using sound risk assessment.

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact hr@manulife.com.

Working Arrangement

Hybrid