Bilingual Fraud Analyst - Inbound Call Center

TEKsystems; Toronto; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

A leading Canadian bank is seeking Bilingual Fraud Analysts for their fraud operations team in Toronto. This hybrid role requires strong customer service skills and the ability to manage a fast-paced call center environment. Responsibilities include handling fraud-related calls, assessing potential fraud, and documenting findings.

Qualifications

• 1+ year of experience in a call center environment.
• Strong comfort with technology and multitasking across multiple systems.
• Ability to handle high call volumes (approx. 30-50 calls/day).

Responsibilities

• Handle inbound calls related to fraud alerts on transactions.
• Ask probing questions to assess potential fraud.
• Document findings and resolve or escalate alerts.

Skills

Bilingual (English and French)

Customer Service

Problem Solving

Communication

Empathy

Technical Comfort

Multitasking

Job description

We are hiring Bilingual Fraud Analysts to join a high-performing fraud operations team within a leading Canadian bank. This role is ideal for individuals with strong customer service skills, a sharp investigative mindset, and the ability to thrive in a fast-paced, high-volume call center environment.

Must-Have Qualifications

• Bilingual in English and French (spoken and written)

• 1+ year of experience in a call center environment

• Strong comfort with technology and multitasking across multiple systems

• Excellent communication, problem-solving, and de-escalation skills

• Ability to handle high call volumes (approx. 30-50 calls/day)

Key Responsibilities

• Handle inbound calls related to fraud alerts on email money transfers and deposit transactions

• Ask probing questions to assess potential fraud, scams, or account takeovers

• De-escalate upset customers while maintaining professionalism and empathy

• Document findings and either resolve the alert or escalate to back-office investigators

• Use multiple systems to update alerts, add exclusions, and manage case notes

• Adhere to call quality standards, compliance protocols, and internal procedures

Shift:

• 5 days between Monday to Sunday, 3:00 PM – 11:00 PM

Pay and Benefits

The pay range for this position is $22.00 - $25.00/hr.

Workplace Type

This is a hybrid position in Toronto,ON.

À propos de TEKsystems et TEKsystems Global Services

Nous sommes un fournisseur de services aux entreprises et de technologies. Nous accélérons la transformation de nos clients. Notre compétence en stratégie, conception, exécution et opérations libère la valeur de l’entreprise par un éventail de solutions. Nous sommes une équipe de 80 000 personnes qui collaborent avec plus de 60 000 clients, notamment 80 % du Fortune 500 en Amérique du Nord, Europe et Asie, qui collaborent avec nous dans le cadre de nos capacités full-stack et notre rythme. Nous sommes des penseurs stratégiques, des collaborateurs pratiques qui aident les clients à exploiter le changement et maîtriser le dynamisme de la technologie. Nous bâtissons le futur en livrant les résultats et en créant un impact positif dans nos communautés mondiales. TEKsystems et TEKsystems Global Services sont des entreprises d’Allegis Group. Découvrez d’autres informations à TEKsystems.com.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.