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.
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 neededYour 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.
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 decisionsLanguages: English, French Reason to require this language: you will need to serve clients who speak a language other than French regularly. Skills Artificial Intelligence Diversity & Inclusion Teamwork Cybersecurity Empathy Initiative Learning Agility Resiliency 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. * 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 * Opportunities to get involved in community initiatives * Telemedicine service * Virtual sleep clinic These are a few of the benefits available to you. 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 actively listen to employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication is encouraged. We're putting people first 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 peoples' lives. Our core values of partnership, agility, and empowerment inspire us, and inclusivity is central to our commitments. We offer a barrier-free workplace that is accessible to all employees. We want our recruitment process to be fully accessible. If you require accommodation, feel free to let us know during your first conversations with us. We welcome all candidates! What can you bring to our team? Come live your ambitions with us!