Remote Bilingual Risk Specialist

Millennium 1 Solutions; Calgary; Remote; Full time

Job summary

A leading company in Calgary is seeking a Bilingual Risk Specialist to provide exceptional customer service and handle inquiries related to fraud and disputes. The role requires fluency in English and French, along with strong analytical skills. Join a diverse team and contribute to a supportive environment while working with Fortune 500 clients.

Benefits

Comprehensive benefits package

Virtual paid training

Employee Assistance Program

RRSP program options

Short- and Long-Term Disability options

Rewards and Recognition programs

Internal career advancement opportunities

Qualifications

• Fluent in English and French with excellent verbal communication skills.
• At least 1 year of customer service and financial services experience.
• Experience in fraud, credit, or disputes is an asset.

Responsibilities

• Handle inbound calls regarding customer inquiries and fraud risk.
• Provide excellent customer service and mitigate fraud risk.
• Communicate with analysts about fraud trends.

Skills

Communication

Analytical Skills

Problem Solving

Active Listening

Team Player

Education

High School Diploma

Tools

Microsoft Suite

Job description

With people at the heart of our success, NTT DATA is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters. It’s our belief in possibility that drives us, but it’s our people that make it happen. At NTT DATA, what you do matters.

A Career at NTT DATA Means :

• Having ongoing opportunities to GROW your career- we offer barrier-free learning with multiple self-learning tools available.
• Being part of a global organization where you can BELONG - in an inclusive working environment where you are free to be your best self. We’re committed to building a people-focused environment where you can shine, no matter who you are.
• Belonging to a team where you can make a DIFFERENCE - to your clients, colleagues, and communities. Your ideas are embraced, impactful, and keep us agile.
• Being part of a global PIONEER – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

What else does NTT DATA Offer? We’re glad you asked!

• All equipment required for you to be successful in your role
• Virtual paid training
• Comprehensive benefits package (medical, vision, and dental)
• Employee Assistance Program
• RRSP program options
• Short- and Long-Term Disability options
• Rewards and Recognition programs
• Internal career advancement opportunities

Position Overview :

Primary responsibility will be handling inbound calls from existing and potential customers regarding pending applications, potentially fraudulent activity, disputes, along with all credit card sales and service call types. Representing our and our clients’ brand, you directly influence Cardholder’s impressions of the quality of service and so need to be focused on efficiency and the quality of customer interactions you deliver within our fast-paced and changing work environment.

Position : Bilingual Risk Specialist

Position Status : Full Time

Remote Hours of Work : Monday - Sunday 7:00 am - 11:00 pm EST

Department : Contact Centre

Rate of Pay : $21.00 / HR (English / French)

Open to Residence in Alberta, Manitoba, Ontario, New Brunswick, Nova Scotia, and Prince Edward Island.

Responsibilities :

• Provide excellent customer service while responding to all inbound inquiries including but not limited to: Account updates / inquiries, product information, and website support.
• Provide excellent customer service while responding to all inbound risk inquiries including but not limited to: Credit, Fraud, and Dispute.
• Be attuned to and mitigate Fraud risk on all call types or returned calls handled.
• Handle inbound calls with cardholders to verify the validity of transaction activity.
• Handle sensitive calls from cardholders impacted by potential fraud or transaction disputes in a clear, precise, and empathetic fashion.
• Communicate with other Analysts and Supervisors regarding possible fraud trends detected or suspected.
• Present recommended product offers to cardholders to assess interest and eligibility.
• Encourage customers by discussing the benefits and features of supplemental products and services to improve the customer experience.
• Identify the caller’s needs through customer contact while reading/updating customer information on the system.
• Adhere to established departmental escalation procedures, Quality Standard Guidelines defined by NTT DATA and the client, and PCI compliance standards.
• Follow the NTT DATA Code of Conduct and Sensitive Consumer Information Standard.

Requirements :

• Fluent in both English and French with excellent verbal communication skills.
• At least 1 year of customer service experience.
• At least 1 year of Financial Services experience.
• Experience in Fraud / Credit / Disputes is an asset.
• Contact center experience is a strong asset.
• Strong analytical and problem-solving skills.
• High school diploma and relevant experience in customer service industry.
• Excellent verbal communication – clear, confident, caring.
• Active listening skills.
• Positive attitude and team player.
• Proficient in Microsoft Suite and keyboarding skills.
• Ability to work within time constraints and multitask.
• Achieve performance targets related to quality, handle time, and cross-sell rates.
• Flexible to work various shifts in a 365-day environment.

We are committed to an inclusive environment free of discrimination and harassment, respecting all protected categories.

At NTT DATA, what you do matters. Because here, YOU can.