Inbound Analyst – US Fraud

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

📋 Description

• Manage incoming customer calls pertaining to suspected fraud, unauthorized transactions, account restrictions, 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 following bank policies, procedures, and regulatory standards.

• Make risk-based determinations regarding account restrictions, card cancellations, transaction verifications, and fraud prevention measures.

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

• Record customer interactions, investigative outcomes, and actions taken.

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

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

• Achieve established service level, quality, productivity, and compliance benchmarks.

• Partner with internal teams and support groups to address complex fraud cases and customer issues.

• Keep up-to-date with fraud trends, bank products, procedures, and compliance requirements.

• Provide suggestions and feedback to enhance fraud processes, operational effectiveness, and customer satisfaction.

• Utilize sound judgment and critical thinking to safeguard customers, bank assets, and the organization’s reputation.

⛳️ Requirements

• Excellent customer service and communication skills.

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

• Proven problem-solving and decision-making skills.

• Strong attention to detail and documentation capabilities.

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

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

• Familiarity with fraud risk management, banking products, and regulatory requirements is viewed as beneficial.

• Strong skills in collaboration, organization, and time management.

• Proficient in using multiple systems and applications concurrently.

🏝️ 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.

• Tools and resources to achieve new milestones.

• Accommodations available upon request during the selection process.