Randol Ratnam

• Investigate all known or suspected fraudulent and other criminal activities against the organization.
• Ensuring that proper organizational standards/legal requirements are followed.
• Conducts logical investigations of financial institution fraud.
• Monitor existing, new and emerging criminal trends as they relate to financial institutions and develop strategies to protect the organization from these criminal initiatives.
• Maintain an effective fraud program and provide ongoing support and training in all matters of security.
• Coordinate and professionally handle and facilitate recovery of losses through civil processes. This includes maintaining a fraud database to pro-actively identifying potential risks/losses due to criminal activities.
• Maintain the fraud program including investigating suspicious transactions and referring suspicious.
transactions to the police as well as assisting in establishing the integrity of potential/established customers.
• Prepare status reports for management and final reports on investigative results.
• Review documents, interview employees and third parties as required.
• Responsible for statement writing and testifying in court trials.

• Analyze, research and evaluate various sources of information to determine vulnerabilities.
• Assess and identify immediate and isolated risk and prioritize items for further action for Investigators.
• Prepare preliminary findings for review by Investigators including ordering of photos, link analysis, preparing divesture requests.
• Initiates investigation activity including evidence gathering and documentation with limited direction and support from senior staff.
• Maintain accurate and timely case records.
• Confirm fraudulent transactions within the PRM database.
• Document detailed notes clearly outlining all unauthorized transactions to assist Investigators with unnecessary customer follow-ups and minimize delays.

• Handle internal and external customer inquiries concerning fraudulent issues.
• Receive all incoming files, check for accuracy and content. Enter information and scan all
documentation into the case management system.
• Review all assigned files as directed by Manager.
• Review Client Intentional Fraud Queue.
• Prepare and complete indemnity agreements for recovery opportunities.
• Update and maintain the fraud data base and PPM case management system with new information received.
• Research evolving technologies available to implement preventative solutions as they become available. Keep abreast of current and emerging industry trends, competitor and client updates.

• Monitor detection software and review alerts for suspected fraud and money laundering activities, on a timely basis.
• Check the Interac web site daily for new CPP locations and identify any Tangerine accounts at risk
• Recommend divestitures of clients that may pose a risk to the Institution
• Establish and maintain both internal and external contacts as well as BCPIO industry related contacts
• Maintaining a fraud database to pro-actively identifying potential risks/losses due to criminal activities.
• Make outbound and receive inbound calls to review transactions identified through our fraud detection
software.
• Determine the legitimacy of cardholder and/or authorization request to minimize fraud loss while ensuring negligible customer impact.
• Document detailed notes, clearly outlining all unauthorized transactions to assist the Loss Prevention
Analyst with the investigation to reduce unnecessary customer follow-ups and minimize delays.
• Respond to incoming inquiries, from both merchants and customers, regarding referred, declined and/or
unusual authorization requests.
• Handle internal and external customer inquiries concerning fraudulent issues.
• Receive all incoming files, check for accuracy and content. Enter information and scan all documentation into the case management system.
• Enter all Grid warnings received into the case management system and check client data base for any matches.
• Investigate/analyze all known or suspected debit fraudulent activities against the Bank, ensuring that proper organizational standards/legal requirements are followed.
• Update and maintain the fraud data base with new information received.
• Manage on-going personal development by researching evolving technologies available to implement.
preventative solutions as they become available.

• Perform outbound calls to existing and potential clients.
• Identify common trends and propose solutions that will enhance the customer experience.
• Demonstrate effective call control and use of sales skills.
• Working in a fast pace and high pressure environment.
• Account management (resolving client issues and inquiries).

• Achieved 100% of sales targets while promoting the Bank and it’s products to prospective and existing customers.
• Delivered value-added banking service through top-notch CRM Initiatives.
• Meet and exceed individual and team sales objectives while driving the business forward.
• Selling value-added banking services while providing top-notch customer service.

• Boosted sales through effective product recommendations tailored to individual customer needs.
• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
• Managed high call volume while maintaining a professional and friendly demeanor with all customers.
• Demonstrated flexibility in adapting to fluctuating workloads, taking on additional responsibilities when needed without compromising quality of service.

• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.