Universal Fraud Agent, Remote – Bilingual

Team: Analyst

Location: Canada

Commitment: Full-time

Workplace Type: remote

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.

Requirements

• 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.

Benefits

• 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.