Inbound Analyst, Fraud

This is a fully remote position, open to applicants in Canada.

📋 Description

• Manage incoming customer calls regarding suspected fraud, unauthorized transactions, account limitations, and card security issues.

• Examine potentially fraudulent activities by analyzing account information, transaction records, and utilizing available fraud detection resources.

• Verify customer identities and evaluate account risks in alignment with bank policies, procedures, and regulatory standards.

• Make informed risk-based decisions concerning account limitations, card cancellations, transaction confirmations, and fraud prevention measures.

• Provide customers with information on fraud prevention, account security, and the protections offered by the bank.

• Precisely record customer interactions, investigative results, and actions performed.

• Detect and escalate suspicious activities, emerging fraud patterns, and high-risk scenarios.

• Address customer inquiries by balancing the customer experience with effective fraud risk management strategies.

• Achieve established service levels, quality metrics, productivity goals, and compliance requirements.

• Work collaboratively with internal partners and support teams to resolve intricate fraud cases and customer issues.

• Stay informed about fraud trends, bank products, procedures, and regulatory guidelines.

• Offer suggestions and feedback to enhance fraud processes, operational efficiency, and overall customer experience.

• Utilize sound judgment and critical thinking to make risk-informed decisions that safeguard customers, bank assets, and the organization’s reputation.

⛳️ Requirements

• Excellent customer service and communication capabilities.

• Ability to investigate, analyze, and resolve intricate customer situations.

• Proven problem-solving and decision-making skills.

• Strong attention to detail and documentation proficiency.

• Capacity to perform in a fast-paced, high-volume call center setting.

• Experience in fraud prevention, financial services, banking operations, or customer service is advantageous.

• Knowledge of fraud risk management, banking products, and regulatory standards is preferred.

• Strong collaboration, organizational, and time management abilities.

• Proficient in using multiple systems and applications at once.

🏝️ Benefits

• Performance-based incentives.

• Discretionary bonuses.

• Health insurance.

• Tuition reimbursement.

• Accident and life insurance.

• Retirement savings plans.

• Comprehensive training and coaching.

• Managerial support.

• Opportunities for networking.

• Accommodations available upon request for candidates participating in all stages of the selection process.