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Bilingual Fraud Officer

2 months ago

Montréal, Canada Royal Bank of Canada Full time

**En quoi consiste le rôle ?**

À titre d’agent, Lutte antifraude, vous recevrez les appels entrants des clients afin d’aider ces derniers à soumettre une demande de règlement relativement à divers cas de fraudes, tout en posant des questions et en remettant en question les faits exposés par les clients. Vous prendrez en charge et assumerez la responsabilité du service à la clientèle de la façon la plus efficace possible afin d’assurer la prévention de fraudes et d’aider les clients en cas de fraude (Banque en direct et aux services bancaires par téléphone, écrémage de cartes clients, échange de points, usurpation de compte, Visa Débit virtuelle ou appels frauduleux sur téléphone portable ou liés à Apple Pay). Vous produirez des rapports de sécurité et veillerez au blocage de tous les modes de prestation afin de prévenir toute perte sur fraude et de réduire au minimum les pertes engendrées par la fraude.

**Quelles sont les tâches ?**
- Traiter les différents appels entrants et présenter les demandes de règlement relatives à une fraude
- Signaler les situations à haut risque à la direction dans le but de déceler les nouvelles tendances en matière de fraude
- Poser des questions aux clients et remettre en question les faits qu’ils présentent afin de prévenir les pertes sur fraude
- Assumer la responsabilité de la résolution des problèmes, des activités et des préoccupations liés à la fraude et ayant une incidence sur les clients de RBC
- Communiquer les résultats dans un format clair et concis
- Remplir les demandes de règlement relatives à la fraude et veiller à ce que toutes les mesures préventives aient été prises pour éviter la fraude à l’avenir
- Assumer la responsabilité de se conformer à tous les flux de travaux/politiques/procédures et directives

**De quoi avez-vous besoin pour réussir ?**

**Compétences essentielles**:

- Bilingue en français et en anglais
- L'Expérience dans l'industrie bancaire ou financière, dans un environnement de gestion d'appels
- Vision axée sur « Le client avant tout » et capacité de travailler sous pression et de respecter des échéances serrées afin de maintenir un niveau supérieur de service à la clientèle
- Capacité d’effectuer simultanément plusieurs tâches dans les cas d’usurpation de comptes
- Aptitudes prouvées pour questionner les clients et prendre des décisions
- Expérience d’utilisation du TSYS
- Capacité manifeste d’atteindre et de surpasser les normes de productivité
- _ Disponibilité pour travailler un horaire comprimé de quart de nuit, Mercredi au Samedi de 21:30pm-7:30 am_

**Atout**
- Expérience relative aux fraudes par cartes de crédit
- Expérience d’utilisation du SSPOC, de Pega, du SBT
- Connaissance des produits RBC
- Expérience dans un centre d’appel

**Qu’y gagnerez-vous ?**

Nous donnons notre pleine mesure, pensons autrement pour poursuivre notre croissance, et collaborons afin d’offrir des conseils fiables qui contribueront à la réussite des clients et à la prospérité des collectivités. Nous nous soucions du bien-être de chacun et nous sommes déterminés à réaliser notre plein potentiel, à favoriser l’essor des collectivités et à contribuer à la réussite de tous.
- Possibilité d’apporter une contribution importante et d’avoir une influence durable.
- Travail au sein d’une équipe dynamique et performante axée sur l’innovation et la collaboration.
- Possibilités d’exercer progressivement des responsabilités plus importantes
- RBC s’engage à accéder aux demandes d’aménagement de travail flexible lorsque c’est possible. Détails à discuter avec le chargé de l’embauche_.

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