Bilingual Fraud Analyst

Our Digital & Technology team wakes up every day with one goal in mind – to connect Canadians to the people and things that matter most. Collectively, we’re proud to support 30 million Canadians each month.

 

We manage a robust portfolio that champions the leading edge of technology and media. We drive projects that expand connectivity to underserved communities from coast-to-coast-to-coast; build and enhance our fixed broadband network to provide high-speed Internet, TV and Smart Home Monitoring; and support our world class wireless network, offering our customers Canada’s largest and most reliable 5G network. As the Digital & Technology team, we are building our tomorrow, today.

 

Come play a key role in building the future of innovation in Canada, Let’s make your possible.

 

Do you enjoy working on high-scale, complex, and high visibility projects and programs?  If yes, consider the following opportunity:

 

Fraud Analyst Job Description

The Fraud Management team is seeking highly motivated team players with exceptional customer service and investigative skills to join our dynamic team of Fraud Analysts responsible for identifying, preventing, and eliminating fraudulent activity across Rogers.

To best protect our customers, Fraud Management is operational 365 days a year and works across 3 rotations which are 4 weeks each in duration:

Weekdays (Mon-Fri), Weeknights (Mon-Friday – dept. open until midnight), and weekends (4x10 or 5x8 shifts – dept. open until 8PM Note: Saturdays, Sundays, Stat Holidays mandatory when working weekend rotation). Applicants to the role must be available for scheduling across each of these rotations.

Due to COVID19, we are committed to ensuring our employees are safe.  If selected, you will be temporarily working from home.

 

Within this temporary WFH role, you will be trained through an online platform from your home.  Being comfortable learning remotely, having strong computer skills with the ability to troubleshoot technical issues is preferred.

 

Are you accountable and innovative? Do you have a passion for serving the customer and stopping fraud at the door? Do you thrive on independent work? If so, come join us!

 

What you will do:

First 12 months in the role (minimum)-

Focus on servicing our customers directly via the Validation line. Time in this portion of role will vary depending on performance, but new employees should expect minimum 1 year.

  • Handle high volume of inbound calls via Validation line: Protect customer information by verifying suspicious activity and preventing fraudsters accessing Rogers network.
  • Handle challenging conversations with superior soft skills. Demonstrate professionalism and empathy in equal parts.
  • Action messages left on fraud management general lines. Perform outbound calls in timely fashion to ensure best in class customer service.
  • Perform basic casework investigation. Handle investigations front to end. Determine fraud/not fraud, contact claimants, ensure impacted accounts right sized.
  • Ensure all fraud activity entered and tracked via various internal fraud databases.
  • Perform other a d hoc duties as required.
  • Develop and demonstrate necessary skills to move to more complex duties within the group.

14 months and onwards in the role (time may vary depending on performance) -

  • Perform complex fraud investigations with limited supervision.
  • Action high volume of high-risk cases in Fraud Management System: Ensure timely, accurate determinations to minimize fraud losses.
  • Manage order hold queues. Action referrals within tight SLAs to ensure zero disruption to sales flow.
  • Conduct proactive investigations, perform link analysis. Identify emerging fraud trends.
  • Communicate fraud trends within overall team for continuous improvement with prevention targets.
  • Work ad hoc reports, fraud trends as necessary.
  • Work high volume of investigations via case queue.
  • Handle calls via Validation line as scheduled. Adapt to seasonal demands and high sales periods that impact operational needs.
  • Work closely with Senior teams as required.
  • Take on special projects as assigned.

What you bring:

  • Completed high school diploma or higher.
  • Flexibility and availability to work rotational shift work, as outlined above.
  • Proficient in Outlook, MS Office products. Advanced Excel skillset a benefit.
  • Bilingual in writing and speaking French is asset.
  • Experience with casework is a benefit.
  • Keep customer front of mind while maintain a fraud prevention mindset.
  • Be accountable. Engage the group as a flexible, approachable team player.
  • Be open to feedback, engage in open communication regarding fraud trends.
  • Adapt, evolve and thrive in a fast paced, ever changing fraud landscape.
  • Be prepared to handle difficult conversations with customers and fraudster alike.
  • Posses strong time management, organizational, problem-solving skills.
  • Show strong attention to detail and a demonstrated ability to follow established processes.

 

****As part of the Recruitment process, successful candidates will be required to complete a criminal and credit background check.

As a condition of hire, all new employees will be required to provide proof of vaccinations against COVID 19. Any request for an exception under Human Rights legislation must be supported by evidence to be considered by Rogers on a case by case basis.

 

Please click here to review conditions that may qualify for medical exemption to the COVID-19 vaccine.

 

Schedule: Full time
Shift: Variable
Length of Contract: Not Applicable (Regular Position)
Work Location: Place Bonaventure-WFH (071), Montreal, QC 
Travel Requirements: None
Posting Category/Function: Call Centre Operations & Credit Operations and Fraud Management
Requisition ID: 248866
 
At Rogers Digital, our team doesn’t shy away from big ideas – we bring them to life. We work tirelessly to deliver the best user experiences (period) and build amazing self-serve experiences that our customers want to use. We are customer-obsessed agents of change and are committed to innovation and creating effortless experiences for customers and frontline employees. We use cutting-edge tools and technologies to solve critical and complex problems with award-winning solutions. Our work impacts millions of customers everyday. At Rogers Digital, we’re looking for people who embrace change, take risks, and push boundaries. Learn more about our team and our work @ https://digital.rogers.com/
 
Together, we'll make more possible, and these six shared values guide and define our work:
 
  1. Our people are at the heart of our success
  2. Our customers come first. They inspire everything we do
  3. We do what’s right, each and every day
  4. We believe in the power of new ideas
  5. We work as one team, with one vision
  6. We give back to our communities and protect our environment
 
Posting Notes:  Customer Experience 

 

 

 

Location: 

Montreal, QC, CA Brampton, ON, CA Moncton, NB, CA

Being a Rogers team member comes with some great perks & benefits including:

· Health & well-being benefits
· Donation matching
· Paid time off for volunteering
· Wealth Accumulation including: Pension plan & Employee stock options
· Generous employee discounts
· Leadership development, Mentorship, and Coaching programs

*available for full-time and part-time permanent employees, some restrictions apply

Looking for career guidance and inspiration?

Catch up on the latest episodes of For the Love of Work podcast with Dr. Sonia Kang.


Job Segment: QC, Call Center, Fraud Prevention, Temporary, Bilingual, Quality, Customer Service, Security, Contract