Bilingual Special Handling Investigator

Location: Burlington, Canada; hybrid work with in-person attendance at an assigned hirify.global office at least two days per week

Company

hirify.global provides consumer credit information, risk management, and related data services.

What you will do

• Handle high-touch consumer escalations, complaints, legal inquiries, and sensitive credit-file issues.
• Conduct fact-finding, fraud, fictitious-request, and project-recovery investigations using approved systems and research methods.
• Coordinate with Legal, Compliance, Customer Service, Sales, Product, Mail Operations, IT, financial institutions, consumer affairs offices, law enforcement, and courts.
• Manage email, phone, written correspondence, Remedy tickets, daily reporting, customer onboarding activities, and credit-monitoring workflows within service levels.
• Maintain investigation policies, operational manuals, training materials, Help Site content, and portal information.
• Support training, business continuity planning, business impact assessments, IT issue escalation, and process-improvement initiatives.

Requirements

• University degree or college diploma.
• At least three years of subject-matter expertise in consumer investigations and escalations.
• Ability to speak and write in French is required.
• Strong decision-making, communication, documentation, problem-solving, time-management, and multitasking skills.
• Ability to work independently and collaboratively while maintaining high customer-service and quality standards.
• Knowledge of consumer-reporting legislation, regulatory requirements, privacy obligations, and company procedures.

Culture & Benefits

• Hybrid work combining virtual responsibilities with regular office attendance.
• Work/life flexibility and professional development support.
• Collaborative environment focused on customer service, compliance, innovation, and community impact.
• Accommodation available for applicants with disabilities in accordance with applicable laws.