Inbound Analyst, US Fraud

Accountabilities: Handle inbound customer calls concerning suspected fraud, unauthorized transactions, account restrictions, and card security. Investigate potentially fraudulent activity by reviewing account details, transaction histories, and available fraud detection tools. Authenticate customers and assess account risk in accordance with established policies, procedures, and regulatory requirements. Make informed, risk-based decisions regarding account restrictions, card closures, transaction verification, and other fraud mitigation measures. Educate customers on fraud prevention, account security, and available banking protections. Document customer interactions, investigative findings, decisions, and actions accurately and completely. Identify and escalate suspicious activity, emerging fraud trends, and high-risk situations to the appropriate support teams. Resolve customer concerns while balancing service quality with effective fraud prevention and risk management. Meet established service-level, quality, productivity, and compliance standards. Collaborate with internal partners and specialized support teams to resolve complex fraud cases. Maintain current knowledge of fraud trends, banking products, operational procedures, and applicable regulatory requirements. Contribute feedback and improvement ideas to strengthen fraud processes, operational efficiency, and customer experience. Requirements Strong customer service and communication skills, with the ability to interact professionally with customers in potentially sensitive situations. Demonstrated ability to investigate, analyze, and resolve complex customer issues. Strong critical-thinking, problem-solving, and decision-making skills, particularly when evaluating risk. Excellent attention to detail and accurate documentation abilities. Ability to work effectively in a fast-paced, high-volume contact centre environment. Experience in fraud prevention, financial services, banking operations, or customer service is an asset. Knowledge of fraud risk management, banking products, and relevant regulatory requirements is considered an asset. Strong collaboration, organization, and time-management skills. Ability to use multiple systems and applications simultaneously while maintaining accuracy and service quality. Ability to exercise sound judgment when making decisions that may affect customers, accounts, and financial risk. Comfort adapting to changing fraud patterns, procedures, and operational priorities. Benefits Salary range of $40,500–$80,000 CAD per year . Full-time, fully remote position based in Ontario, Canada. Potential eligibility for performance-based and discretionary compensation as applicable to the role. Health insurance coverage. Tuition reimbursement opportunities. Accident and life insurance. Retirement savings plans. Training, coaching, leadership support, and professional development opportunities. Opportunities to build expertise in fraud prevention, financial services, risk management, and customer protection. Inclusive and accessible work environment, with accommodations available throughout the recruitment process.