Remote Fraud Resolution Analyst

Bank of Montreal; United States; Remote; USD 41,000 - 80,000; Full time

Benefits offered by this job

Health insurance

Tuition reimbursement

Accident and life insurance

Retirement savings plans

Job summary

Bank of Montreal is seeking a US Fraud Inbound Agent to serve as the first contact for customers reporting suspected fraud, unauthorized transactions, or account concerns. You will investigate activity, authenticate customers, assess risk, and take actions to protect clients and the bank while delivering an excellent service experience.

You will handle inbound calls, review histories and indicators, document findings, and stay current on policies to resolve cases efficiently and compliantly.

Qualifications

• Strong customer service and communication skills.
• Ability to investigate, analyze, and resolve complex customer situations.
• Demonstrated problem-solving and decision-making abilities.
• Strong attention to detail and documentation skills.
• Ability to work in a fast-paced, high-volume call center environment.
• Experience in fraud prevention, financial services, or banking operations is an asset.
• Knowledge of fraud risk management and banking products/regulatory requirements is an asset.
• Strong collaboration, organizational, and time management skills.

Responsibilities

• Handle inbound customer calls related to suspected fraud, unauthorized transactions, account restrictions, and card security concerns.
• Investigate potentially fraudulent activity by reviewing account details, transaction history, and fraud detection tools.
• Authenticate customers and assess account risk in line with policies and regulatory requirements.
• Make risk-based decisions regarding account restrictions, card closures, transaction verification, and fraud mitigation actions.
• Educate customers on fraud prevention, account security, and available banking protections.
• Document customer interactions, findings, and actions to ensure compliance and accurate records.
• Identify and escalate suspicious activity and high-risk situations to appropriate teams.
• Resolve inquiries while balancing customer experience with fraud risk management.
• Meet service levels, quality, productivity, and compliance standards.
• Collaborate with internal partners to resolve complex fraud cases.
• Maintain knowledge of fraud trends, products, procedures, and regulatory requirements.
• Contribute ideas to improve fraud processes and customer experience.

Skills

Strong customer service

Communication skills

Investigation & analysis

Decision making

Attention to detail

Documentation skills

Fast-paced environment

Fraud prevention knowledge

Collaboration & time management

Job description

Bank of Montreal is seeking a US Fraud Inbound Agent to serve as the first contact for customers reporting suspected fraud, unauthorized transactions, or account concerns. You will investigate activity, authenticate customers, assess risk, and take actions to protect clients and the bank while delivering an excellent service experience.

You will handle inbound calls, review histories and indicators, document findings, and stay current on policies to resolve cases efficiently and compliantly.