Bilingual Lead Fraud Specialist

4 months ago

Greater Sudbury, Canada Global Payments Full time

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

TSYS, a Global Payments’ company, is looking for a Lead Fraud Specialist for a fully remote position. The training will start on August 28th. In this role, you will handle inbound telephone inquiries from cardholders who are calling to report fraudulent activity, initiate a non-fraud dispute for a particular transaction, are calling for the current status of a previously submitted fraud or non-fraud case, or calling to provide additional information required by Investigators to proceed with their case. As a Fraud Lead, you will also mentor and coach agents, assist in training of new agents, and serve as an escalation point within the Fraud and Dispute Services team as a whole.

**Important information**:

- 100% remote
- Salary: $19.60/hr.
- The shift being hired for includes both weekend days, and as such qualifies for an 8% shift premium.

**What you will be contributing to the team**:

- Identify and address customer inquiries regarding accounts.
- Identify potentially fraudulent activity occurring on accounts.
- Appropriately utilize internal systems and resources to accurately and effectively serve customers.
- Educate customers on policies, and procedures as it pertains to chargeback rights for non-fraud disputes, and reporting fraudulent activity.
- Accurately document customer conversations in appropriate systems.
- Provide timely escalation of all department and system issues using the established reporting protocols.
- Interact and liaise with various support groups within Global Payments/TSYS in order to resolve cardholder disputes.
- Serve as an escalation point for less experienced fraud analysts.
- Identify coaching/training opportunities within the team through the administration of periodic quality/audit checks.
- Mentors and trains team members to maintain or improve overall team performance.
- Handles cardholder escalations (either in real time or via call back) in a timely and professional manner.
- Successfully complete additional skills training as required/requested
- Someone with strong analytical skills to troubleshoot issues.

**Who you are**:

- Someone with some leadership experience
- Contact center, or banking/financial services experience is preferred, but not required.
- Bilingual in English and French.
- Must be eligible to work full time in Canada.
- Available to work on a rotational basis, 24/7, 365.
- A High School Graduate.
- Able to maintain customer service standards during high-pressure situations.
- A positive member who loves to learn and share new things.
- A strong communicator with great interpersonal skills.
- A problem analyzer and solver by gathering relevant information systematically.
- Able to work independently and make quick and accurate decisions.
- Someone with strong analytical skills to troubleshoot issues.

**Who we are**:
At TSYS, we’re building the future of payments. Our suite of scalable issuer solutions provides the next generation platform for origination, processing and risk management.

Our mission is to keep pushing payments technology forward. We're always investing, testing and evolving. Delivering smarter, more secure payment solutions.

**How we care about our people**:

- Real opportunities to grow professionally
- Collaborative, friendly work environment
- Benefits after 30 days
- Health insurance
- Short-Term and Long-Term disability coverage
- Life insurance plans
- Retirement savings programs
- Employee stock purchase program
- Employee assistance program
- Volunteering opportunities

We sincerely thank all applicants for their interest. We will only contact those selected for an interview.

LI-Remote

Global Payments Inc. is an equal opportunity employer.

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