What’s the Opportunity?
As the Fraud Officer, you will receive incoming calls to assist in filing fraud claims for different fraud situation, while probing and challenging clients. You will assume ownership and accountability to service our clients to the best of your ability in preventing and assisting clients with fraud on their Online Banking/Telephone Banking, Client Card Skimming, Points Redemption, Account Takeover files, Virtual Visa Debit, Mobile and Apple pay fraud calls. You will complete security reports and ensure all channels are blocked, to prevent any possible fraud losses with a minimal fraud loss.
What will you do?
Handle diverse Incoming calls and submit the appropriate fraud claims
File and complete fraud claims with marking fraud transaction, while using multiple systems and applications
Report potential high-risk situations to management for potential complex Account Takeover and Points Redemption fraud cases
Probe and challenge clients to help prevent any possibilities of fraud losses
Assume ownership and accountability for the resolution of escalated fraud issues/activity and concerns effecting RBC clients
Report findings in a clear and concise format
Complete fraud claims and make sure all preventative measures have been completed to avoid future fraud
Accountable to follow all established workflow/policies/procedures/guidelines.
What you need to succeed?
Banking experience, within a call handling environment
Client First mindset, and ability to work under pressure, with tight timeframes and maintain a superior level of client service
Ability to handle a high level of multitasking for Account Takeover cases
Proven probing the client and decision making skills
Experience with using Pega, Camps, TBS, and TSYS systems
Proven ability to meet or exceed established productivity standards
Able to work various shifts within the business hours of 7am – 12 midnight, Monday – Sunday
Nice to have:
Experience in Credit Card Fraud
Knowledge of RBC products
Call centre experience
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.
Ability to make a difference and lasting impact.
Work in a dynamic, collaborative, progressive, and high-performing team.
Opportunities to take on progressively greater accountabilities
At RBC, the health and wellbeing of our employees and candidates is always our top priority.
COVID-19 has accelerated change across our workplace, including our hiring practices! As a result, throughout your application process, you may be asked to connect with us virtually, and may not be required to meet in-person. Our recruiters will explain how our video-interview technology will be used throughout the recruitment process, and will be on hand to answer any questions you might have.
You will be given the opportunity to work from home, if you can be fully productive, and role requirements including regulatory obligations can be satisfied. We are committed to supporting flexible work arrangements, investing in technology or other resources to enable you to work from home effectively, wherever possible.
Health & Safety
For employees that may be required to work from our premises, we’re doing our part to safeguard your health, and taking extra steps to reduce the spread of COVID-19. All RBC premises will allow for required physical distancing requirements, and new routines and resources such as hand sanitizer, antiseptic wipes, masks, or other protective equipment.
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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com.
Address: York Mills Centre
Work Hours/Week: 37.5
Work Environment: Call Centre
Employment Type: Permanent
Career Level: Experienced Hire/Professional
Pay Type: Salaried
Required Travel (%): 0-25
People Manager: No
Application Deadline: 10/01/2021
Req ID: 414256
Platform: Personal & Commercial Banking