Fraud & Chargeback Manager

Position summary

Fraud risk and investigations

• Develop and maintain the enterprise fraud risk framework, policies, standards, and procedures.
• Identify emerging fraud trends, attack vectors, control gaps, and vulnerabilities; implement preventive and detective controls.
• Design and optimize fraud rules, alerts, risk scoring, monitoring thresholds, and escalation protocols.
• Oversee monitoring, alert triage, case management, account restrictions, investigations, complaint resolution, and escalation decisions.
• Coordinate with Compliance on matters requiring regulatory reporting, law-enforcement engagement, or enhanced monitoring.

Chargebacks and payment risk

• Manage the full chargeback and dispute lifecycle, from intake and investigation through filing, representment, pre-arbitration, recovery, and reconciliation.
• Monitor chargeback performance and meet applicable network rules, timeframes, and evidence requirements.

Data, technology, and reporting

• Analyze transaction, customer, device, and case data to identify fraud patterns and emerging risks; develop dashboards and management reports.
• Own fraud monitoring and case-management tool performance and tuning; document rule changes, testing, and outcomes.
• Evaluate identity verification, device intelligence, behavioural analytics, and fraud prevention solutions with Technology and Product teams.
• Provide recommendations to senior management and relevant risk or governance committees.

Governance and leadership

• Support Canadian banking, AML, privacy, consumer protection, and payments compliance, including the Bank Act, PCMLTFA, RPAA, and Payments Canada rules.
• Maintain records for audits, regulatory examinations, and partner reviews; lead control testing and incident reviews and track remediation.
• Lead, coach, and develop analysts; set workload, quality, productivity, and service standards.
• Manage relationships with networks, processors, technology providers, banking partners, and fintech clients; partner across functions and deliver fraud training.

Qualifications and experience

• Bachelor's degree in business, finance, risk management, data analytics, criminal justice, or a related discipline, or equivalent education and experience.
• At least three years of progressively responsible experience in fraud, payments, chargebacks, financial crime, investigations, or operational risk in a relevant financial-services organization.
• Working knowledge of card issuing or acquiring, prepaid programs, Interac e-Transfer, EFT/ACH, and wire payments.
• Demonstrated ability to translate fraud data and case findings into practical controls and executive recommendations.
• Audit, regulatory review, network compliance, or material client and partner escalation experience is an asset.

Technical skills and credentials

• Advanced Microsoft Excel and strong data analysis, reconciliation, and management reporting capabilities are required.
• Experience with fraud monitoring, transaction monitoring, and case-management platforms is required; Power BI or similar tools are an asset.
• Strong knowledge of fraud typologies, payment disputes, identity verification, behavioural analytics, and transaction monitoring controls.
• CFE, CAMS, CFCS, or a comparable credential is an asset.

Core competencies

• Requires analytical, investigative, problem-solving, root-cause analysis, written and verbal communication, leadership, and cross-functional stakeholder-management skills.
• Requires sound judgment, integrity, accountability, attention to detail, and ability to manage competing priorities.

Compensation and benefits

• Pay is $75,000 to $100,000 per year.
• Benefits listed include company events, dental and extended health care, on-site parking, paid time off, RRSP match, and vision care.

Work location

• Work location is in person; the description lists Calgary, Alberta and Toronto, Ontario.