Universal Fraud Agent, Remote – Bilingual
About the role
Accountabilities
Identify, analyze, and investigate transactions involving credit cards, debit cards, and other banking channels to detect potentially fraudulent activity.
Review customer profiles, transaction history, and banking activity to assess risk and make appropriate decisions.
Investigate fraud claims, account takeovers, scams, and payment-related cases reported by internal teams, external sources, and fraud monitoring systems.
Apply fraud risk management principles, policies, and procedures to prevent fraudulent activity and minimize losses efficiently and promptly.
Exercise sound judgment when responding to incoming calls and referrals, particularly when information is limited, complex, or ambiguous.
Protect the confidentiality and security of customer and banking information throughout the investigation process.
Identify different types of fraud and escalate cases to the appropriate teams to support effective investigation and resolution.
Collaborate with fraud strategy, corporate security, loss management, customer service, ombudsman, and specialized partner teams.
Deliver a high level of customer service while balancing customer needs with fraud prevention and risk management requirements.
Maintain productivity and quality standards in a fast-paced contact center environment.
Work independently in a remote environment while remaining available to attend the primary workplace occasionally when required.
Experience in a contact center, financial services, fraud prevention, risk management, or customer service environment is an asset.
Experience with COINS/ECIF, PRM, TSYS, and CRS is considered an asset.
Strong analytical, problem-solving, and decision-making skills, particularly when dealing with complex or ambiguous situations.
Excellent attention to detail and the ability to identify anomalies, unusual behaviors, and potentially fraudulent activity.
Strong communication skills and the ability to explain complex information clearly and professionally.
Fluency in both English and French, with the ability to effectively serve customers in both languages.
Strong customer-first mindset and the ability to find appropriate solutions while following risk and compliance requirements.
Demonstrated sense of ownership, autonomy, and initiative in an environment requiring sound judgment.
Strong teamwork and collaboration skills, with the ability to work effectively across multiple functions.
High level of integrity, confidentiality, accountability, and commitment to established procedures.
Flexibility to work within contact center operating hours, Monday through Sunday, from 7:00 a.m. to midnight.
Ability to work independently in a private, quiet, and suitable home workspace.
Reliable wired internet connection with minimum speeds of 15 Mbps download and 10 Mbps upload; satellite internet connections are not permitted.
Legally authorized to work in Canada and, where applicable, able to provide a valid work or study permit.
Permanent, full-time position with a 37.5-hour work week.
Primarily remote work arrangement within Canada.
Flexible scheduling within contact center operating hours, Monday through Sunday, from 7:00 a.m. to midnight.
Competitive salary and performance-based compensation.
Comprehensive employee benefits program.
Defined benefit pension plan, subject to plan terms and conditions.
Employee share purchase plan.
Employee banking benefits and privileges.
Vacation and wellness programs.
Points-based employee recognition program.
Paid personal development day focused on growth and professional development.
Inclusive and accessible workplace environment.
Opportunities for professional development and career growth.
Technology and tools designed to support effective remote collaboration.
Expected start date: November 23, 2026.
Requirements
Benefits