About the company
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Inbound Analyst, US Fraud based in Canada.
This role serves as a key first point of contact for customers facing suspected fraud, unauthorized transactions, account compromise, and card security concerns. You will investigate potentially fraudulent activity, authenticate customers, assess risk, and determine appropriate protective actions.
Responsibilities
- Handle inbound customer calls concerning suspected fraud, unauthorized transactions, account restrictions, and card security
- Investigate potentially fraudulent activity by reviewing account details, transaction histories, and available fraud detection tools
- Authenticate customers and assess account risk in accordance with established policies, procedures, and regulatory requirements
- Make informed, risk-based decisions regarding account restrictions, card closures, transaction verification, and other fraud mitigation measures
- Educate customers on fraud prevention, account security, and available banking protections
- Document customer interactions, investigative findings, decisions, and actions accurately and completely
- Identify and escalate suspicious activity, emerging fraud trends, and high-risk situations
- Resolve customer concerns while balancing service quality with effective fraud prevention and risk management
- Meet established service-level, quality, productivity, and compliance standards
- Collaborate with internal partners and specialized support teams to resolve complex fraud cases
Requirements
- Strong customer service and communication skills
- Demonstrated ability to investigate, analyze, and resolve complex customer issues
- Strong critical-thinking, problem-solving, and decision-making skills
- Excellent attention to detail and accurate documentation abilities
- Ability to work effectively in a fast-paced, high-volume contact centre environment
- Experience in fraud prevention, financial services, banking operations, or customer service is an asset
- Knowledge of fraud risk management, banking products, and relevant regulatory requirements is considered an asset
- Strong collaboration, organization, and time-management skills
- Ability to use multiple systems and applications simultaneously
Conditions
- Salary range of $40,500–$80,000 CAD per year
- Full-time, fully remote position based in Ontario, Canada
- Potential eligibility for performance-based and discretionary compensation
- Health insurance coverage
- Tuition reimbursement opportunities
- Accident and life insurance
- Retirement savings plans
- Training, coaching, leadership support, and professional development opportunities