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Fraud Analyst- Fraud Management-Financial Crimes Unit at BMO Financial Group

BMO Financial Group

Assistant Manager -Fraud Operations

 Detecting, analyzing and investigating fraud related transactions across multiple bank products and services through several channels, using different programs and tools available to restrict fraud;
 Monitoring and analyzing real time potential fraudulent activities on debit and credit cards, finding the common point of compromise and taking necessary steps to curtail any future fraud through those terminals;
 Analyzing customers’ spending patterns to identify potential fraudulent activities, determining the root cause of losses and reach a decision to acquit or confirm fraud;
 Following established protocols to shut down the fraud incidents and notify the client and/or branches and providing them with necessary information/instructions, following applicable SOP’s;
 Preparing fraud incident reports identifying types and linkages to ensure accurate documentation to validate cases and provide critical assessments to other Fraud groups/Corporate Security as required;
 Reviewing the output of fraud detection system and other sources and use information to determine steps needed to be taken by the bank and/or clients to avoid or minimize any future similar activities;
 Providing  comprehensive and effective input to MIS from assigned systems (Counterfeit Detection System, Kiting Management system, Fraud Detection Systems, EMT Detection System) for analysis and early detection of unusual or fraudulent activity;
 Testing of new fraud managements projects, providing recommendations to remove discrepancies in the software/tools and suggesting necessary changes in the processes and procedures to ensure their smooth run.

Fraud Analyst- Fraud Operations- Financial Crimes Unit

 Advised different businesses on Commercial and Cash Management features like Online Banking for Business (Electronic Funds transfers, Wire Transfers, Cheque image deposits, etc ), Moneris and ADP services that meet their banking objectives, fulfill sales and service activities in accordance with approved procedures;
 Helped customers to regain access to their personal and business banking platforms including Online Banking, Online Banking for Business, Draw Cheque, Deposit Edge by resetting their pin and passwords where applicable;
 Guided personal and business clients w.r.t their term investments (Registered/Non-Registered) and helping them in choosing the best option from the GIC’s available to offer them the maximum return;
 Provided support to Small Business MasterCard customer services team using TSYS (TS2) and Customer Connect, making sure that all queries are answered appropriately and issues resolved as quickly and efficiently as possible;
 Retained the profitable business of customers by providing excellent customer service to achieve growth, service and profitability objectives;
 Liaison between business customers and Tax Payment Filling, Moneris, ADP, OLBB, Global payments, Fraud and Foreign exchange trade desk; 
 Identified process improvement opportunities to increase efficiency and effectiveness of the team while maintaining an exceptional level of service to the clients;
 Understanding risks and taking appropriate action to identify and report suspicious and other reportable transactions or patterns of activity suspected to be related to money laundering;
 Protected BMO assets by adhering to established risk guidelines and applicable regulations, policies and procedures, process requirements for personal  and commercial banking, investment and lending products.

Specialist - Business Banking

 Assisted MasterCard customers using TSYS (TS2) and Customer Connect, making sure that all queries are answered appropriately and issues resolved as quickly and efficiently as possible;
  Identified sales opportunities and contributed towards bank revenue by finding new clients, upgrading cards, adding travel/medical insurances, authorized users and e-statements;
  Increased credit limits for clients for their MasterCards after verification of qualification criteria set by the bank  depending on the clients credit history and similarly decreased the limits as per their request;

Associate- Personal Banking- Universal

 Processed high call volumes, providing first contact resolution to customers with consistently fast resolution times;
 Serviced a wide variety of customer needs ranging from general inquiries to complex financial transactions for their everyday banking, account management, credit, lending and investment advice;
 Identified and resolved customer complaints, influencing to achieve a solution which is mutually satisfactory to the client and in a way that complies with the banks policies and procedures;
 Opened of new bank accounts and provided access to ATM’s, telephone,online and mobile banking services;
 Used applicable technology and tools to facilitate an effective conversation with the customer and drive appropriate business results;
 Demonstrated a strong code of ethics while adhering to and protecting client’s privacy;
 Followed security and safeguarding procedures in accordance with Bank P&P for the prevention of loss due to fraud and money laundering.

Associate- Everyday Banking

 Initiated a new marketing campaign involving client's showroom sales staff to increase sales for Acri-Tec products, ultimately generating more revenue;
 Made phone calls to clients for collecting data of their showrooms sales staff to send them updated product brochures and mechanics of Acri-Tec’s marketing campaigns, thus assisting them to better guide the customers;
 Corresponded with ATG Stores/Lowe’s Canada for having Acri-Tec's products on their e- commerce website, opening a whole new market for the company;
 Guided customers visiting the showroom at Acri-Tec with regards to their products (bathtubs, shower bases, shower doors, sinks, toilets), thus assisting the company manage its customer;
 Ensured new stock is receipted and organized according to company procedures in the aisles and shelves;
 Managed control measures to ensure mistakes, inaccuracies and discrepancies are highlighted, addressed and resolved;
 Configured and Implemented “WaspNest” Inventory Control program at Acri-Tec Industries Corporation, digitizing their inventory and assisting the warehouse and shipping staff keep track of over 650 different items.

Acri-Tec Industries Corporation

Sales and Marketing Intern, Inventory Controller

 Executed and Analyzed marketing campaigns and assisted the marketing department with improvements that resulted in increased revenues;
 Resolved customer complaints post launch of promotions regarding balance drop, free minutes, SMS and Data plans which increased customer satisfaction;
 Reduced complaint resolution time for marketing promotions from 72 hours to 24 hours minimizing the call traffic in call centres and the customer visits at service centres;
 Achieved excellent Service Level and performance targets reducing the complaints board to 0 by ensuring prompt resolution of customer queries and complaints;
 Assisted the Quality Standardization department regarding updates and SOP’s for marketing campaigns providing better understanding for our front end representatives;
 Tested pre and post launch promotions and removed any discrepancies identified ensuring a smooth run for the promotions.

Ufone

Executive Support Centre (Retention and Loyalty and Billing Team)

 Delivered superior customer services handling 225-250 customers daily by maintaining high quality standards thus assisting the company manage its daily call traffic;
 Handled customer queries, complaints, requests and provided first call resolution regarding different products/services within defined KPI’s to mutual satisfaction of customer and the company;
 Registered new SIM cards after verifying customer information and activated them for customer use;
 Forwarded coverage related feedback from employees to concerned departments for resolution, thus helping company improve their network coverage;
 Supported Blackberry Customer Services team as a backup to manage their call traffic;
 Assisted team members with improvements regarding interaction with customers for better customer handling.

Executive- Customer Care

 Managed Operations and Maintenance of more than 200 Base Transceiver System sites and communication links for North Region;
 Learned and implemented knowledge related to Global System for Mobile (communications) networks at cellular sites.

Intern - Radio & Transmission

 Installed and configured Windows 2000 Server and Linux 9 on 50 computers for setting up a new computer lab;
 Established domains and workgroups and defined user group policies for student in the computer lab;
 Installed different security and virus protection softwares to secure lab computers from cyber attacks.

Taimoor Arshad Chishti