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Fraud Agent, Inbound Fraud Unit


This is a Contract position in Montreal, QC posted December 1, 2020.

What is the opportunity?

Based in our Risk Operations
– Fraud Management Centres, you field incoming calls about lost and stolen cards, fraud prevention, and high-risk situations.

You create comprehensive analyses and security reports, as well as apply card blocks to prevent fraud losses.

Relying on your strong analytical skills, inquisitive nature, and calm, friendly demeanor, you get to the heart of the matter effectively and educate our clients about protecting their privacy.

Ultimately, you help our clients feel safe banking with RBC.

As one of Canada’s leading financial institutions, we are committed to safe banking and provide support to ensure your success in this critical role.

What will you do?

Provide professional, responsive customer service to inbound client calls Share recommendations with clients to meet their immediate security needs and provide superior, responsive execution and delivery of tailored solutions to prevent any fraud losses Resolve problems at first point of contact in a friendly and helpful manner, and refer more complex situations to RBC partners, as appropriate Adhere to compliance routines in identifying and resolving client security concerns What do you need to succeed?

Must-have: Fluency in both English and French language skills (reading, writing, and spoken) A minimum of one year of client service; preferably 2-3 years in one position Ability to confidently take on high workload and call volume, while prioritizing and multitasking, with a commitment to delivering superior client experience Proven interpersonal, communication and problem resolution skills This is a 24/7 environment and will require full flexibility for a variety of shifts Monday to Sunday, including overnight Nice-to-have: Advice/Call Centre experience Ability to navigate between multiple Windows-based application systems What’s in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper.

We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

A comprehensive Total Rewards Program including bonuses and flexible benefits, and competitive compensation Flexible work arrangements, including bonuses for evening shifts Leaders who support your development through coaching and managing opportunities Ability to make a difference and lasting impact Work in a dynamic, collaborative, progressive, and high-performing team that genuinely puts security first A world-class training program in financial services At RBC, the health and wellbeing of our employees and candidates is always our top priority.

Recruitment Process COVID-19 has accelerated change across our workplace, including our hiring practices As a result, throughout your application process, you may be asked to connect with us virtually, and may not be required to meet in-person.

Our recruiters will explain how our video-interview technology will be used throughout the recruitment process, and will be on hand to answer any questions you might have.

Workplace Flexibility You will be given the opportunity to work from home, if you can be fully productive, and role requirements including regulatory obligations can be satisfied.

We are committed to supporting flexible work arrangements, investing in technology or other resources to enable you to work from home effectively, wherever possible.

Health & Safety For employees that may be required to work from our premises, we’re doing our part to safeguard your health, and taking extra steps to reduce the spread of COVID-19.

All RBC premises will allow for required physical distancing requirements, and new routines and resources such as hand sanitizer, antiseptic wipes, masks, or other protective equipment.

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Expand your limits and create a new future together at RBC.

Find out how we use our passion and drive to enhance the well-being of our clients and communities at

JOB SUMMARY City: Montreal Address: 7101 avenue du Parc Work Hours/Week: 37.5 Work Environment: Call Centre Employment Type: Permanent Career Level: Entry Level Pay Type: Salaried Required Travel (%): 0 Exempt/Non-Exempt: N/A People Manager: No Application Deadline: 12/04/2020 Req ID: 291836 Platform: Personal & Commercial Banking Ad Code(s):