analyze calls and transactional data to spot suspicious activity
lead investigations and connect with customers to resolve potential fraud quickly and effectively
contribute to ongoing risk assessments and help strengthen fraud awareness across our contact centers
monitor fraud alerts and flagged activities, conducting preliminary investigations into suspicious transactions or behaviors
review customer information, documentation, and call recordings to identify fraud indicators and document findings accurately
communicate potential or confirmed fraud cases to internal stakeholders and escalate high-risk cases as needed
place system alerts to prevent additional incidents and provide feedback to call center teams on fraud detection practices
contribute to fraud-related meetings, training, process improvements, and enterprise initiatives focused on risk mitigation
collaborate with cross-functional partners while maintaining strong knowledge of fraud policies, authentication standards, and regulatory requirements

Fully bilingual (French/English)
Demonstrated analytical and critical-thinking skills with strong attention to detail.
Proven ability to work efficiently in a fast-paced environment while managing multiple priorities.
Skilled at identifying patterns, inconsistencies, and anomalies in data or documentation.
Strong written and verbal communication skills and the ability to handle confidential information with integrity.
Proficiency with Microsoft tools and analytical platforms, including Excel, Word, SharePoint, Outlook, MS Teams, Salesforce, AWD, and Amazon Connect.
Self-starter with a solutions-focused mindset and 3+ years of customer service experience.
Prior experience with Pindrop, demonstrating familiarity with voice authentication and fraud-detection technology (preferred).
Proven success working effectively within small, collaborative team environments (preferred).
Background in fraud, risk, customer service, claims, or operations, with the ability to adapt across cross-functional workflows (preferred).

health, dental, mental health, vision, short
and long-term disability, life and AD&D insurance coverage
adoption/surrogacy and wellness benefits
employee/family assistance plans
retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
financial education and counseling resources
generous paid time off program in Canada including holidays, vacation, personal, and sick days
full range of statutory leaves of absence

Bilingual Junior Fraud Analyst

Key skills