Fraud Dispute Analyst

National Bank of Canada; Montreal (administrative region); On-site; CAD 34,000 - 39,000; Full time

Benefits offered by this job

Health and wellness program

Flexible group insurance

Generous pension plan

Employee Share Ownership Plan

Employee and family assistance program

Preferential banking services

Involvement in community initiatives

Telemedicine service

Virtual sleep clinic

Job summary

National Bank of Canada in Montreal is seeking a Fraud Dispute Analyst to handle calls from clients disputing transactions and guide them through the dispute process, contributing to fraud prevention and protecting both clients and the bank.

The role requires a high school diploma, experience in customer service, and the ability to support clients and make decisions. Training lasts about 4 weeks with ongoing development and opportunities for internal mobility.

Qualifications

• High school diploma or equivalent.
• Experience in customer service or advisory roles.
• Ability to support clients and make decisions.

Responsibilities

• Answer calls from clients disputing transactions on their accounts
• Support clients with concerns related to disputed transactions
• Analyze suspicious transactions and provide detailed assistance throughout the dispute process
• Build trust with clients, internal colleagues, and partners
• Refer clients to specialized colleagues when needed

Skills

Agility

Learning Agility

Fraud Risk Analysis

Client Focus

Relationship Building

Communication

Diversity & Inclusion

Empathy

Proposal Generation

Digital Skills

Humility

Initiative

Emotional Intelligence

Results-Oriented

Resilience

Accountability

Attention to Detail

Teamwork

Education

High school diploma

Job description

As aFraud Dispute Analyst, you will handle calls from clients wishing to dispute transactions on their accounts. Your primary mission will be to guide clients through the dispute process, playing a key role in fraud prevention and in protecting the financial interests of both our clients and the bank.

Compensation:

Starting salary is $26.50 per hour.

Your Role:

• Answer calls from clients disputing transactions on their accounts
• Support clients with concerns related to disputed transactions
• Analyze suspicious transactions and provide detailed assistance throughout the dispute process
• Build trust with clients, internal colleagues, and partners
• Refer clients to specialized colleagues when neede

Your Team:

Within theFraud Prevention and Detectionsector, you’ll be part of a dynamic team of 22 colleagues and report to the director. Our team stands out for its curiosity and commitment to fulfilling our mission. We make a positive impact in people’s lives through the fraud and dispute process.

The call center operates Monday to Friday, 8:00 AM to 8:00 PM, and you must be available full-time (37.5 hours/week) during these hours. Your work schedule will vary and be provided three weeks in advance. An extension of operating hours to 10:00 p.m., seven days a week, may be considered in the future.

Training and Development:

Your onboarding includes approximately4 weeks of daytime training, followed by 2 weeks of hands-on training supported by expert colleagues.

Our training is based on learning by doing, helping you master your role. You’ll benefit from access to colleagues with diverse expertise and backgrounds, enriching your development.

Career growth opportunities include advancement within your role, promotions, and mobility within the sector. We encourage internal mobility.

Requirements:

• High school diploma
• Experience in customer service or advisory roles
• Ability to support clients and make decisions

Skills:

Agility, Learning Agility, Fraud Risk Analysis, Client Focus, Relationship Building, Communication, Diversity & Inclusion, Empathy, Proposal Generation, Digital Skills, Humility, Initiative, Emotional Intelligence, Results-Oriented, Resilience, Accountability, Attention to Detail, Teamwork.

Languages: French, English
Reason to require this language: you will need to serve clients who speak a language other than French regularly.
Required skills: Accountability, Client-focused, Communication, Emotional Intelligence, Learning Agility, Listening, Problem Solving, Standards Compliance, Teamwork

Your benefits

• Health and wellness program, including many options
• Flexible group insurance
• Generous pension plan
• Employee Share Ownership Plan
• Employee and family assistance program
• Preferential banking services
• Involvement in community initiatives
• Telemedicine service
• Virtual sleep clinic

We have an offer that keeps up with trends as well as your needs and those of your family.

Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We value employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication are encouraged.

Making a bold move in a people-first environment

We’re a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on people’s lives. Our core values of partnership, agility, and empowerment inspire us, and inclusion is central to our commitments. We aim, wherever possible, to provide a barrier-free and accessible environment to all employees.

We strive to provide accessibility measures throughout the recruitment process within the limits of our available resources. If you require accommodations, feel free to let us know during our initial conversations. We welcome all candidates! What can you bring to our team?

Join us!