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This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Analyst, Credit Card Fraud Investigations (Bilingual) based in Canada.
This role is part of a specialized fraud detection and investigation team responsible for identifying, analyzing, and resolving complex and high-risk credit card fraud cases. You will work in a fast-paced, detail-oriented environment where analytical thinking and sound judgment are essential to protect customers and financial systems. The position involves reviewing flagged transactions, investigating suspicious account activity, and engaging directly with cardholders to validate information. You will collaborate with internal teams and external stakeholders, including financial institutions and law enforcement when required. Strong bilingual communication skills are essential as you will support both English and French-speaking customers. This is a critical customer-focused role that directly contributes to reducing financial risk and maintaining trust in the banking system.
Accountabilities:
- Conduct detailed investigations into suspected credit card fraud, account takeovers, suspicious transactions, and related financial irregularities using internal monitoring systems.
- Analyze case information from fraud detection tools and external sources to determine legitimacy of transactions and identify risk patterns.
- Contact cardholders and stakeholders to verify identities, validate transactions, and gather additional information required to resolve cases.
- Apply sound judgment to approve, decline, or escalate cases in order to minimize financial loss and protect customer accounts.
- Collaborate with internal departments, external financial institutions, and law enforcement agencies when necessary to support investigations.
- Maintain accurate documentation of case findings while ensuring strict confidentiality of sensitive information.
Requirements:
- Bilingual proficiency in French and English (spoken and written) is required.
- Experience in fraud investigation, contact centers, financial services, or customer support is considered an asset.
- Strong analytical and problem-solving skills with the ability to interpret complex case data and make informed decisions.
- Excellent communication skills with the ability to handle customer interactions professionally and empathetically.
- Ability to work independently in a remote setup while maintaining accuracy, focus, and productivity.
- Strong attention to detail, organizational skills, and ability to manage multiple cases efficiently.
- Comfort working in a structured, compliance-driven environment with confidentiality requirements.
Benefits:
- Competitive salary with performance-based incentives and annual bonus opportunities.
- Comprehensive benefits package including health, dental, vision, disability, and life insurance coverage.
- Retirement savings plans, including pension and employee share purchase programs.
- Flexible remote work arrangement with required home-office setup support.
- Paid vacation, holidays, and additional wellbeing-focused programs.
- Learning and development opportunities to support long-term career growth.
- Inclusive and collaborative work environment focused on teamwork, trust, and professional development.
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