Fraud Dispute Analyst

Job Description:

As a Fraud Dispute Analyst, you will handle calls from clients wishing to dispute transactions on their accounts. Your primary mission will be to guide clients through the dispute process, playing a key role in fraud prevention and in protecting the financial interests of both our clients and the bank.

Compensation:

Starting salary is $26.50 per hour.

Your Role:

• Answer calls from clients disputing transactions on their accounts
• Support clients with concerns related to disputed transactions
• Analyze suspicious transactions and provide detailed assistance throughout the dispute process
• Build trust with clients, internal colleagues, and partners
• Refer clients to specialized colleagues when neede 

Your Team:

Within the Fraud Prevention and Detection sector, you’ll be part of a dynamic team of 22 colleagues and report to the director. Our team stands out for its curiosity and commitment to fulfilling our mission. We make a positive impact in people’s lives through the fraud and dispute process.

The call center operates Monday to Friday, 8:00 AM to 8:00 PM, and you must be available full-time (37.5 hours/week) during these hours. Your work schedule will vary and be provided three weeks in advance.  An extension of operating hours to 10:00 p.m., seven days a week, may be considered in the future.

Training and Development:

Your onboarding includes approximately 4 weeks of daytime training, followed by 2 weeks of hands-on training supported by expert colleagues.

Our training is based on learning by doing, helping you master your role. You’ll benefit from access to colleagues with diverse expertise and backgrounds, enriching your development.

Career growth opportunities include advancement within your role, promotions, and mobility within the sector. We encourage internal mobility.

Requirements:

• High school diploma
• Experience in customer service or advisory roles
• Ability to support clients and make decisions

Skills:

Agility, Learning Agility, Fraud Risk Analysis, Client Focus, Relationship Building, Communication, Diversity & Inclusion, Empathy, Proposal Generation, Digital Skills, Humility, Initiative, Emotional Intelligence, Results-Oriented, Resilience, Accountability, Attention to Detail, Teamwork.

Your benefits

In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family such as:

* Health and wellness program, including many options

* Flexible group insurance

* Generous pension plan

* Employee Share Ownership Plan

* Employee and family assistance program

* Preferential banking services

* Involvement in community initiatives

* Telemedicine service

* Virtual sleep clinic

We have an offer that keeps up with trends as well as your needs and those of your family.

Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We value employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication are encouraged.

Making a bold move in a people-first environment

We’re a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on people’s lives. Our core values of partnership, agility, and empowerment inspire us, and inclusion is central to our commitments. We aim, wherever possible, to provide a barrier-free and accessible environment to all employees.

We strive to provide accessibility measures throughout the recruitment process within the limits of our available resources. If you require accommodations, feel free to let us know during our initial conversations. We welcome all candidates! What can you bring to our team?

Join us!

Communication, Emotional Intelligence, Problem Solving, Teamwork, Accountability, Client-focused, Learning Agility, Standards Compliance, Listening