Fraud Response - Identity Theft Call Center Rep



Advert ID




Job Type




Salary Range

Up to USD16.71/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

Identity Theft Response

Job Overview

As a Fraud Detection Specialist, you will be responsible for ensuring the delivery of excellent service to customers by partnering with colleagues and using sound investigative skills. By using extensive analytical ability, you will resolve complex or difficult problems relating to Fraud Applications, Account Takeovers, Convenience Cheques, and Payments referred by other areas of the bank or other external sources (law enforcement, other financial institutions, etc.), as well as from our monitoring systems (Capstone, Falcon, Gemini & Hawk). This role assists and protects our clients, and provides risk mitigation which enables our clients to achieve their financial goals with peace of mind.

What You'll Be Doing

* Use sound judgment to determine the legitimacy of applications by contacting applicants, employers, branches, other financial institutions, credit bureaus, as well as gathering and analyzing documents for potential fraud

* Conduct in depth and thorough investigations into possible fraud trends, potential fraudulent applications, cheques, payments and possible account takeovers referred or identified by internal and external sources

* Provide recommendations on operational and system procedures that support early detection of fraud

* Be fully conversant with all VISA products, procedures and policies related to Fraud Detection to ensure that all duties are performed with up-to-date and approved methods

* Maintain the confidentiality of departmental and investigative procedures and of internal and external information received or shared

* Take appropriate action on any escalated complaints received from cardholders or other sources

* Contribute to the enhancement of the team focus through participation in special projects, temporary assignments, meetings, and any additional activities as assigned

* Analyze information on cases generated by monitoring systems. This will entail making outbound calls to cardholders to determine the legitimacy of applications, transactions and to verify a cardholder's identity

* Receive inbound calls from both internal and external sources in relation to unusual activity, failed validation, and application or account status

What We're Looking For

* Extensive experience in a fraud prevention, loss prevention, or investigative role

Previous experience in credit card or banking environment in a front line service role

* Analytical problem solving and decision making skills sufficient to make judgments and decisions, often within narrow time frames

* Developed time management skills to effectively organize and prioritize work activities and meet deadlines

* Demonstrated adaptability, flexibility and ability to multi-task in a dynamic fast-pace environment

* Strong computer literacy, strong keyboarding and internet navigation skills in a Windows-based environment. Knowledge of Microsoft Office an asset

* 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 Monday to Friday 8:00am-12:00am, Saturday 9:00am-10:00pm and Sunday 9:00am-8:00pm 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.

* Must be legally eligible to work in Canada at the location(s) specified above and, where applicable, must have a valid work permit or study permit that allows the candidate to fulfill the requirements of the role

Apply now!!