Remote Bilingual Risk Specialist

Millennium 1 Solutions; Winnipeg; Remote; CAD 1,000; Full time

Job summary

NTT DATA is seeking a Bilingual Risk Specialist to handle inbound calls from customers. The role requires providing excellent customer service and mitigating fraud risks while ensuring compliance with standards. Candidates must be bilingual in English and French, have customer service experience, and possess strong analytical skills.

Benefits

Comprehensive benefits package (medical, vision, and dental)

Virtual paid training

Employee Assistance Program

RRSP program options

Qualifications

• Fluent in both English and French.
• 1 year of previous customer experience.
• Experience in Fraud/Credit/Disputes is an asset.

Responsibilities

• Provide excellent customer service while responding to all inbound inquiries.
• Handle sensitive calls related to potential fraud or transaction disputes.
• Communicate with other Analysts regarding possible fraud trends.

Skills

Analytical skills

Problem-solving

Customer service

Communication

Active listening

Education

High school diploma

Tools

Microsoft Suite

Job description

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 Residency 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 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 caller’s needs through customer contact while reading/updating customer information on the system.
• Adhere to established escalation procedures, Quality Standard Guidelines, PCI compliance standards, and the NTT DATA Code of Conduct.

Requirements :

• Fluent in both English and French with superb verbal communication skills.
• 1 year of previous customer experience.
• 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 proven experience in customer service industry.
• Excellent verbal communication – clear, concise, confident & caring.
• Active listening skills.
• Positive attitude and ability to work well with others.
• Proficient in Microsoft Suite and strong keyboarding skills.
• Ability to multitask and work within time constraints.
• Ability to meet performance targets related to quality, handle time, and sales/close rates.
• Flexible to work various shifts in a 365-day environment.

Inclusion. Belonging. Unleashing the power of being unique. We are committed to providing an environment free of discrimination and harassment, regardless of age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender identity, veteran status, or other protected categories.

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