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Bilingual Customer Service I
Ref No.: 18-09671
Location: Toronto, Ontario
Account Protection Specialist
Toronto, ON, Canada
12 Months+


Summary
The Account Protection Specialist (Client) is responsible for the efficient processing of financial and non-financial related telephone inquiries from both Cardmembers and Service Establishments. A key player on the risk operations team, the Client is responsible for making approval and decline decisions on charge requests, as well as detecting potential fraud at the point of sale. Client make profitable credit decisions while providing excellent customer service by acquiring the necessary information that will enable them to do so; excellent communication skills in are a must. Fluency in French is preferred, but not essential for this posting. You may also play a role in assisting your colleagues in other international centres to resolve charges from traveling cardmembers. At times, this position requires working with valued customers who are upset and not co-operative - you will use your skills and expertise to leave a lasting, positive impression.

Responsibilities
  • Analyze Credit and Fraud point-of-sale disruptions real-time and make appropriate decisions to approve or decline charge requests under time pressure, using sound judgment and risk modeling systems.
  • Detect and stop fraudulent use of Client cards at the point-of-sale.
  • Detect and stop high-risk bust-out/runaway accounts and referring accounts to CBO team for review.
  • Fielding incoming calls for the Fraud, Canada Credit & UK Credit departments.
  • Trouble-shooting card problems when customers are at the cash register & seeking fast, effective solutions to provide premium value to our customers AND merchants