Summary
Overview
Work History
Education
Skills
Timeline
Generic
Suban Thiyagarajah

Suban Thiyagarajah

Fraud Analyst
Stittsville,ON

Summary

Motivated Fraud prevention expert touting more than 12 years of expertise investigating suspicious activity for two of the top 6 Canadian banks and the biggest Canadian Airline. Promoting exemplary skills in project management, analytics and fraud pattern detection. Collaborative leader with dedication to partnering with different levels of stakeholders to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

12
12
years of professional experience

Work History

Fraud Complaint Investigator

BMO Financial Group
07.2022 - Current
  • Quickly learned new applications and utilized them to investigate Fraud investigation escalations on different levels.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Summarized all key information regarding investigation into detailed report for delivery to client.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Gathered evidence, which included recorded and written statements, financial documentation and audio materials for examination.
  • Interviewed clients thoroughly, asking appropriate questions to ascertain critical details about each case.
  • Assisted various partners with high priority cases such as legal threat, media cases and OBSI escalations.
  • Leveraged BCPIF certification to collaborate with different Financial Institutions to acquire key evidences to complete complex cases.

Fraud Analyst

Air Canada
10.2018 - 06.2022
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Liaised with various financial institutions and Airlines worldwide to catch and prevent fraudulent use of services.
  • Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Provided exemplary level of customer service to airport agents worldwide and company personnel.

Fraud Team Manager

TD Bank Group
06.2015 - 06.2018
  • Led employee relations through effective communication, coaching, training and development.
  • Established and oversaw performance targets for call center associates.
  • Evaluated employee performance monthly and coached and trained 15 team members, increasing quality of work and employee motivation.
  • Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
  • Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
  • Effectively supervised staff of 15 personnel by implementing company policies, protocols, work rules and disciplinary action.
  • Monitored incoming calls and provided feedback to 15 associates to improve quality of service.
  • Resolved customer service issues by finding immediate solutions, increasing customer confidence and decreasing escalations to executive office.
  • Facilitated weekly meetings to communicate team performance goals and results.
  • Developed quality employees within call center to take over leadership positions.
  • Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
  • Spearheaded an internal initiative called the Leadership and Development Committee with a year over year successful promotion rate of 80% of its members.
  • Recruited and developed more than a dozen employees for the fraud prevention department.

Resource Officer

TD Bank Group
07.2014 - 07.2015
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Trained new employees on proper protocols and customer service standards.
  • Assisted in recruiting, hiring and training of team members.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
  • Investigated cases of insurance and credit card fraud, which involved upwards of $25,000 per case.
  • Gathered evidence, which included recorded and written statements, financial documentation and audio materials for examination.

Fraud Detection Analyst

TD Bank Group
02.2011 - 07.2014
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Contacted customers directly to notify of fraudulent activity and minimize impacts.
  • Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
  • Provided exemplary level of customer service to clients and company personnel.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.

Collections Agent

Bank Of America
08.2010 - 02.2011
  • Persistently reached out to customers with extremely past due accounts to recover lost revenue.
  • Negotiated with account holders to devise repayment plans and minimize collections receivables.
  • Reached out to approximately 40 account holders daily.
  • Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
  • Collected on past due accounts with average 3 months delinquency.
  • Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
  • Processed payments and applied to customer balances.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Counseled debtors on payment options and arranged installment agreements.

Education

Some College (No Degree) - Small And Medium Enterprise Management

Algonquin College
Ottawa, ON

Skills

  • Fraud and Anomaly Analysis
  • Client Relations Skills
  • Strong Knowledge in Credit Card Fraud from Issuer and Merchant point of view
  • Effective Written and Verbal Communication
  • Fluency in English, French, and Tamil
  • Experienced in Training and Facilitating
  • Proven Negotiation and Problem Solving Skills
  • Staff Management
  • Customer Relations
  • Fraud Research
  • Critical Thinking
  • Complaint Investigations

Timeline

Fraud Complaint Investigator

BMO Financial Group
07.2022 - Current

Fraud Analyst

Air Canada
10.2018 - 06.2022

Fraud Team Manager

TD Bank Group
06.2015 - 06.2018

Resource Officer

TD Bank Group
07.2014 - 07.2015

Fraud Detection Analyst

TD Bank Group
02.2011 - 07.2014

Collections Agent

Bank Of America
08.2010 - 02.2011

Some College (No Degree) - Small And Medium Enterprise Management

Algonquin College

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