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Fraud Call Centre Representative



Advert ID




Job Type




Salary Range

Up to USD15.19/hr

No. of Openings


Branch Information

Toronto, ON - Banking - (CAN) 4950 Yonge Street Suite 700 ON Toronto , ON - M2N 6K1 Phone : 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.