Fraud Call Centre Representative

Industry

Call Center and Customer Service

Advert ID

CAN_402501

Location

Toronto

Job Type

Contract

Hours

Full-Time

Salary Range

CAD15.19-15.94/hr

No. of Openings

1

Branch Information

Toronto, ON - Banking - (CAN) 4950 Yonge Street Suite 700 ON Toronto , ON - M2N 6K1 Phone : 416-977-1748

ContactNumber

416-977-1748

Job Description

Are you a person who would be motivated to maintain the highest degree of customer service standards while meeting fraud targets or 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.

* 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



Manpower Group recognizes the importance of providing an accessible and barrier-free environment. We are committed to creating a welcoming, fair and inclusive environment by offering equal opportunity to access our services. At Manpower Group, we are committed to providing accommodations, and will work with you to meet your needs