Fraud Agent, Inbound Fraud Unit
RBC
Montréal, QC
What is the opportunity?

Based in our Risk Operations – Fraud Management Centres, you field incoming calls about lost and stolen cards, fraud prevention, and high-risk situations. You create comprehensive analyses and security reports, as well as apply card blocks to prevent fraud losses. Relying on your strong analytical skills, inquisitive nature, and calm, friendly demeanor, you get to the heart of the matter effectively and educate our clients about protecting their privacy. Ultimately, you help our clients feel safe banking with RBC. As one of Canada’s leading financial institutions, we are committed to safe banking and provide support to ensure your success in this critical role.

What will you do?

Provide professional, responsive customer service to inbound client calls
Share recommendations with clients to meet their immediate security needs and provide superior, responsive execution and delivery of tailored solutions to prevent any fraud losses
Resolve problems at first point of contact in a friendly and helpful manner, and refer more complex situations to RBC partners, as appropriate
Adhere to compliance routines in identifying and resolving client security concerns

What do you need to succeed?

Must-have:
Fluency in both English and French language skills (reading, writing, and spoken)
A minimum of one year of client service; preferably 2-3 years in one position
Ability to confidently take on high workload and call volume, while prioritizing and multitasking, with a commitment to delivering superior client experience
Proven interpersonal, communication and problem resolution skills
This is a 24/7 environment and will require full flexibility for a variety of shifts Monday to Sunday, including overnight

Nice-to-have:
Advice/Call Centre experience
Ability to navigate between multiple Windows-based application systems

What’s in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

A comprehensive Total Rewards Program including bonuses and flexible benefits, and competitive compensation
Flexible work arrangements, including bonuses for evening shifts
Leaders who support your development through coaching and managing opportunities
Ability to make a difference and lasting impact
Work in a dynamic, collaborative, progressive, and high-performing team that genuinely puts security first
A world-class training program in financial services