Bilingual Special Handling Investigator (Consumer Investigations)

Location: Remote in Canada, with occasional in-person attendance at work-related events in Burlington as required by management

Salary: CAD 46,000–63,000 annually

Company

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

What you will do

• Handle high-touch consumer escalations, complaints, investigations, and sensitive credit-file issues received by phone, email, written correspondence, ministries, lawyers, media, and other channels.
• Research cases, collect and validate documentation, recommend resolutions, and coordinate with Customer Service, Membership Support, Data Acquisitions, Legal, Compliance, Sales, Product, Mail Operations, and IT.
• Manage Horizon case reporting, Remedy tickets, customer onboarding reporting, Hold Fax and Missing Fax processes, and operational performance tracking.
• Conduct fraud, fictitious-request, and project-recovery investigations while supporting business continuity activities and IT issue escalation.
• Serve as a subject-matter expert, maintain policies, training materials, operational manuals, Help Site, and portal content, and train and onboard investigation team members.
• Identify process improvements, maintain service and quality standards, safeguard confidential consumer information, and ensure compliance with PIPEDA and applicable regulations.

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, initiative, and customer service skills.
• Ability to prioritize and manage multiple tasks, work independently without supervision, and collaborate effectively with internal and external stakeholders.
• Knowledge of consumer reporting legislation, regulatory requirements, law enforcement procedures, privacy obligations, and company policies.

Culture & Benefits

• Remote work with occasional attendance at work-related events.
• Work/life flexibility and resources supporting professional and personal development.
• Accommodation is available for applicants with disabilities in accordance with applicable laws.
• 18-month contract position created for a newly established vacancy.