Inbound Analyst, Fraud

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

📋 Description

• Manage incoming customer calls concerning potential 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 risk in line with banking policies, procedures, and regulatory standards.

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

• Inform customers about fraud prevention methods, account security, and the protections offered by the bank.

• Thoroughly document customer interactions, investigative outcomes, and measures taken.

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

• Address customer inquiries while balancing their experience with effective fraud risk management.

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

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

• Stay updated on fraud trends, bank offerings, procedures, and regulatory factors affecting fraud operations.

• Provide input and suggestions for enhancing fraud procedures, operational efficiency, and customer satisfaction.

• Employ sound judgment and critical thinking to make risk-informed decisions that safeguard customers, bank resources, and the organization's reputation.

⛳️ Requirements

• Excellent customer service and communication abilities.

• Capability to investigate, analyze, and resolve intricate customer issues.

• Proven problem-solving and decision-making skills.

• High level of attention to detail and documentation proficiency.

• Ability to thrive in a fast-paced, high-volume call center environment.

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

• Familiarity with fraud risk management, banking products, and regulatory standards is an advantage.

• Strong teamwork, organizational, and time management skills.

• Competence in utilizing multiple systems and applications simultaneously.

🏝️ Benefits

• Performance-based incentives.

• Discretionary bonuses.

• Health insurance.

• Tuition reimbursement.

• Accident and life insurance.

• Retirement savings plans.

• Comprehensive training and coaching.

• Support from management.

• Opportunities for networking.

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