Bilingual Special Handling Investigator

Location: Remote in Ontario, Canada; occasional in-person attendance at work-related events may be required.

Salary: CAD 46,000–63,000 annually, plus applicable variable compensation.

Company

hirify.global provides consumer credit information, risk solutions, and related data services for customers and businesses.

What you will do

• Handle high-touch and escalated consumer complaints received through phone, email, written correspondence, Ministry, legal, media, and other channels.
• Investigate credit-file-related issues, fraud and fictitious requests, project recovery cases, and sensitive consumer matters.
• Research complaints, collect and validate documentation, recommend actions, and coordinate resolutions with Customer Service, Membership Support, Data Acquisitions, Legal, and Compliance.
• Manage Horizon case reporting, Remedy tickets, customer onboarding reporting, Hold Fax and Missing Fax processes, and operational performance tracking.
• Maintain investigation policies, training materials, operational manuals, and portal content; train and onboard new Investigation team members.
• Partner with Sales, Enablement, Product, Mail Operations, IT, vendors, financial institutions, consumer affairs offices, law enforcement, and courts to resolve customer and operational issues.

Requirements

• University degree or college diploma.
• 3+ years of subject-matter expertise in consumer investigations and escalations.
• Ability to speak and write French is required.
• Strong decision-making, communication, written communication, problem-solving, time-management, and prioritization skills.
• Ability to work independently and collaboratively, take initiative, manage confidential information, and meet service, quality, productivity, and performance goals.
• Knowledge of consumer reporting legislation, regulatory requirements, law enforcement procedures, PIPEDA, and company policies.

Culture & Benefits

• Remote work arrangement with occasional attendance at work-related events.
• Work/life flexibility and resources supporting professional and personal wellbeing.
• Opportunities to contribute to customer service excellence, regulatory compliance, business continuity, and process improvement.
• Accommodation is available for applicants with disabilities in accordance with applicable laws.