English & French speaking Fraud Analyst

Essential Functions:


o Monitors numerous real-

o time queues and analyzes high-risk transactions from specified points-of-sale within the business portfolio;

o Independently determines if transactions are fraudulent and should be canceled and refunded, or are legitimate and should be processed and fulfilled;

o Maintains or exceeds established service level agreements and guidelines for timely resolution of queued transactions to minimize potential revenue losses;

o Contacts and effectively communicates with customers, banks, and suppliers via multiple channels (phone, email, fax);

o Effectively manages incoming communication via multiple channels (phone, email, and Customer Relationship Management systems) from both internal and external customers; resolves all issues within established service-level agreements;

o Maintains or exceeds established standards for customer service, and resolves minor issues with little or no supervision; escalates complex issues as necessary;

o Works effectively with peers and leadership by communicating fraud trends and sharing ideas and information in a constructive and positive manner;

o Conducts analysis of transactional and customer records to link unidentified transactions and accounts to known fraudulent activity;

o May conduct analysis of transactional and customer records to link unidentified transactions and accounts to known fraudulent activity

o May execute standard SQL database queries to retrieve data and produce standardized reports

o May analyze or assist with analysis of acquired data and reports to identify new fraudulent activity

o May assist in identification and escalation of bugs, fraud data/weight abnormalities and technical problems

o May assist with or perform special projects in a timely manner, as requested

o Maintains or exceeds required performance standards;

Exceptional benefit package