Universal Fraud Agent, Overnight, Remote - Bilingual

Location: Montreal, Quebec, Canada; primarily remote with occasional on-site attendance required and the ability to reach the primary work location within two hours' notice.

Company

A relationship-oriented bank focused on delivering service excellence and protecting client interests.

What you will do

• Investigate client transactions across credit cards, debit cards, and other banking channels to identify suspected fraud and unusual activity.
• Analyze customer profiles, transactions, and banking history to mitigate fraud losses and protect client privacy.
• Resolve complex cases involving fraud applications, account takeovers, convenience cheques, and payments.
• Make timely decisions when information is limited or ambiguous while meeting productivity goals.
• Refer and escalate fraud cases to Fraud Strategy, Corporate Security, Loss Management, Client Care, the Ombudsman Office, VISA, Intria, and other relevant areas.

Requirements

• Fluent French and English to serve clients in the community.
• Experience with COINS/ECIF, PRM, TSYS, or CRS is an asset.
• Strong critical-thinking, analytical, decision-making, communication, and teamwork skills.
• Legal eligibility to work in Canada and, where applicable, a valid work or study permit.
• Availability for overnight shifts between midnight and 8:00 a.m., Monday through Sunday.
• Ability to meet Agent@Home requirements, including a secure private workspace and wired internet with at least 15 Mbps download and 10 Mbps upload speeds.

Culture & Benefits

• Full-time permanent employment with 37.5 weekly hours.
• Competitive salary, incentive pay, banking benefits, and a benefits program.
• Defined benefit pension plan, employee share purchase plan, vacation, and wellbeing support.
• Paid Purpose Day for personal growth and development.
• Remote Agent@Home work environment with occasional on-site attendance.

Hiring process

• May include an attribute-based assessment and skills tests, including a French proficiency assessment.
• Artificial intelligence tools may be used during recruitment.