Hybrid Web Support and Fraud Agent

H.I.S. Canada Travel Inc; Toronto; Remote; CAD 38,000 - 40,000; Full time

Benefits offered by this job

2 weeks vacation

Medical & dental benefits

RRSP contribution

Travel benefits

EAP

Job summary

HIS Canada Travel Inc., a division of the H.I.S. Group, is seeking a detail‑oriented reservations specialist to process online bookings and respond to inquiries across email, phone, chat, and web forms.

You will assist with modifications, cancellations, and special requests while verifying pricing and travel requirements. You will monitor bookings for accuracy, promote travel products, collaborate with suppliers and internal teams, and ensure compliance with policies and industry regulations.

Qualifications

• Strong written and verbal communication.
• Ability to handle high volumes of inquiries with patience and professionalism.
• Experience in travel reservations and customer service preferred.

Responsibilities

• Process and manage online reservations in a timely and accurate manner.
• Respond to customer inquiries received via email, call, chat, web forms, and other digital channels.
• Assist customers with booking modifications, cancellations, and special requests.
• Verify reservation details, pricing, promotions, and travel requirements.
• Resolve customer concerns and elevate complex issues when necessary.
• Maintain accurate records of customer interactions and booking transactions.
• Monitor web bookings to identify and correct discrepancies.
• Promote travel products, services, insurance, and promotions.
• Collaborate with suppliers, internal departments, and customer service teams.
• Ensure compliance with company policies, procedures, and industry regulations.
• Review and assess travel bookings for potential fraudulent activity.
• Identify high‑risk transactions using fraud indicators and internal systems.
• Conduct manual reviews of bookings flagged by fraud detection systems.
• Verify customer and payment information when required before ticketing.
• Analyze booking details for inconsistencies in passenger and payment data.
• Make informed decisions to approve, hold, elevate, or cancel potential fraudulent bookings.
• Contact customers to validate transactions while maintaining professionalism.

Skills

Excellent communication

Highly organized

Critical thinking

Attention to detail

Time management

Team collaboration

Active listening

Problem solving

Adaptability

Research skills

Education

Travel and Tourism Diploma

TICO certification

Tools

Windows OS

MS Office

Job description

• Pay or shift range: $38,000 CAD to $40,000 CAD The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Description

• Process and manage online reservations in a timely and accurate manner.
• Respond to customer inquiries received via email, call, chat, web forms, and other digital channels.
• Assist customers with booking modifications, cancellations, and special requests.
• Verify reservation details, pricing, promotions, and travel requirements.
• Resolve customer concerns and elevate complex issues when necessary.
• Maintain accurate records of customer interactions and booking transactions.
• Monitor web bookings to identify and correct discrepancies.
• Support sales initiatives by promoting travel products, services, insurance, and promotions.
• Work collaboratively with suppliers, internal departments, and customer service teams.
• Ensure compliance with company policies, procedures, and industry regulations.
• Review and assess travel bookings for potential fraudulent activity, including suspicious payment patterns, booking behaviours, and customer information.
• Identify high-risk transactions using established fraud indicators, internal systems, payment information, and booking history.
• Conduct manual reviews of bookings flagged by automated fraud detection systems or internal teams.
• Verify customer and payment information when additional authentication is required before ticketing or confirming travel arrangements.
• Analyze booking details for inconsistencies involving passenger information, contact information, payment methods, IP/location data, booking timing, or travel patterns.
• Make informed decisions to approve, hold, elevate, or cancel potentially fraudulent bookings in accordance with established policies and procedures.
• Contact customers when necessary to validate transactions while maintaining professionalism, discretion, and positive customer experience.

Specialized Knowledge, Skills, and Attributes Required to be Successful

• Excellent professional communication skills both written and oral.
• Highly organized, able to meet deadlines and work under pressure.
• Ability to research and use critical thinking and problem‑solving skills when working independently.
• Excellent work ethic and time management skills.
• Personable and able to collaborate with internal and external clients.
• Proven active listening and attention to detail.
• Adaptable and able to keep up with organizational change work conditions.
• Hours are commensurate to responsibilities, overtime as required by business needs.
• Potential ability to work from home.
• Travel and Tourism Diploma/ TICO.
• Computer literacy (windows, MS office).

Working Conditions

• Sunday: 3pm to 11pm or 4pm to 12am
• Monday & Tuesday: 4:00 PM to 12:00 AM EST
• Wednesday & Thursday: 8-hour shift between 2:00 PM to 12:00 AM EST
• Shift of 4:00 PM to 12:00 AM EST may be required on any day as needed to provide coverage.
• The successful candidate must be available to work statutory holidays.
• Remote position

Crew Advantages

• 2 weeks of vacation
• Medical and dental benefits
• 9 additional paid days: 1 birthday day, 5 sick days, 2 personal days, and 1 volunteer day
• Employer RRSP contribution program
• Awesome travel benefits for you, your friends, and your family
• Employee Assistance Program (EAP) for you and your family members

Who We Are

HIS Canada Travel Inc., a division of the H.I.S. Group, is one of Canada’s largest travel companies. Incorporated in 2004, HIS Canada Travel Inc. owns and operates multiple wholesale and retail travel brands. The retail division, including redtag.ca, itravel2000.com, Sunquest, The Travel Experts, Merit Travel, Flights.ca and Cruises.ca offer diverse products to travelers including destination packages, flights and hotels worldwide, excursions and more. The wholesale travel business, TravelBrands, provides a full range of travel products including air, hotel, car rental, cruise and specialty to travel agents and retail agencies throughout Canada. HIS Canada Travel Inc. is a comprehensive one‑stop shop for agents and travelers alike.

We thank all applicants for their interest; only those selected for further consideration will be contacted.

HIS Canada Travel Inc. values diversity in the workplace and is committed to employment equity. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), HIS Canada Travel Inc. will provide accommodation, accessible formats, and communication support for the interview upon request and we will work with you to meet your accessibility needs.

Sabre

Novice

Preferred

Bachelor's degree or better in Tourism Management or related field.