Fraud Call Centre Representative

Industry

Banking

Advert ID

CAN_398857

Location

Toronto

Job Type

Contract

Hours

Full-Time

Salary Range

Up to USD15.19/hr

No. of Openings

1

Branch Information

Toronto, ON - Banking - (CAN) 60 Yonge Street Ground Floor ON Toronto , ON - M5E 1H5 Phone : 416-977-1748

ContactNumber

416-977-1748

Job Description

Job Overview



Are you a person who would

* Be motivated to maintain the highest degree of customer service standards while meeting fraud targets?

* Embrace a high change environment with ever changing technology, tools and procedures?



If you answered yes then the Fraud Response Centre is a great place to grow your career!



What You'll Be Doing



The role of the Fraud Response Officer is to provide customer-focused solutions in a prompt, efficient manner, as it pertains to:



Authorization Referrals

* Responding to incoming inquiries worldwide, from both merchants and customers, regarding referred, declined and/or unusual authorization requests.

* Utilizing sophisticated neural network fraud detection software, review all authorizations for potential fraudulent occurrences.

* Determining the legitimacy of cardholder and/or authorization request to accurately approve or decline credit card activity while minimizing fraud losses and customer impacts.



Fraud Monitoring

* Performing outbound calls to review transactions that become flagged for follow up through our fraud detection software system.

* Multitasking through a customer's account for memo's or fraud related flags, in order to optimally service the customer.

* Identifying possible fraud trends as well as, assisting in the implementation of fraud detection rules criteria to minimize customer impacts and increase confirmed fraud contact rate.



Fraud Reporting

* Creating detailed fraud reports by clearly outlining all disputed transactions, including brief notes to assist the Fraud Claims Specialists with the investigation to reduce unnecessary customer follow-ups and minimize delays.

* Listening and questioning for the unique particulars, which include but are not limited to, verifying recent customer activity, identify how loss/theft occurred, and obtaining security details.

* Educating the customer on card replacement updates including Personal Identification Number (PIN) issuance, Convenience Cheque replacement, Pre-Authorized payments and PC/Telephone Banking access.

* Transferring credit card balances to new accounts ensuring that the appropriate cross reference index is allocated and genuine balances are reflected.



What We're Looking For

* Analyze and interpret customer inquiries through well thought out judgments and decision-making skills.

* Fulfill customer expectations while complying with the banks policies, practices and procedures.

* Remain professional and empathize with the situation of an irate and/or upset customer.

* Adapt to the changing priorities of a fast-paced work environment.

* Contribute to the overall success of the Fraud Loss Prevention & Investigations team, as well as work independently to achieve specified goals.

* Excellent PC and keyboarding skills (the ability to navigate through multiple windows-based applications)

* Strong problem solving skills

* Demonstrated success within a customer service environment

* Previous call centre experience is an asset



What you Should Know

* This is a regular full-time role with a schedule of 37.5 hours per week.

* Flexibility to accommodate rotational shifts including days, evenings and weekends between the hours of 7:00am and 12am Monday to Sunday is required

* Training is on a full-time basis and consists of a combination of in-class and on-the-job training for a period of 30 days. Successful candidates must be available to attend mandatory PAID training.