Job Description

What’s the Opportunity?

As the Fraud Officer, you will receive incoming calls to assist in filing fraud claims for different fraud situation, while probing and challenging clients.  You will assume ownership and accountability to service our clients to the best of your ability in preventing and assisting clients with fraud on their Online Banking/Telephone Banking, Client Card Skimming, Points Redemption, Account Takeover files, Virtual Visa Debit, Mobile and Apple pay fraud calls.  You will complete security reports and ensure all channels are blocked, to prevent any possible fraud losses with a minimal fraud loss.

What will you do?

• Handle diverse Incoming calls and submit the appropriate fraud claims
• File and complete fraud claims with marking fraud transaction, while using multiple systems and applications
• Report potential high-risk situations to management for potential complex Account Takeover and Points Redemption fraud cases
• Probe and challenge clients to help prevent any possibilities of fraud losses
• Assume ownership and accountability for the resolution of escalated fraud issues/activity and concerns effecting RBC clients
• Report findings in a clear and concise format
• Complete fraud claims and make sure all preventative measures have been completed to avoid future fraud
• Accountable to follow all established workflow/policies/procedures/guidelines.

What you need to succeed?

Must- have:

• Bilingual in French and English
• Banking experience, within a call handling environment
• Client First mindset, and ability to work under pressure, with tight timeframes and maintain a superior level of client service
• Ability to handle a high level of multitasking for Account Takeover cases
• Proven probing the client and decision making skills
• Experience with using Pega, Camps, TBS, and TSYS systems
• Proven ability to meet or exceed established productivity standards
• Able to work various shifts within the business hours of 7am – 12 midnight, Monday – Sunday

Nice to have:

• Experience in Credit Card Fraud
• Knowledge of RBC products
• Call centre experience

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.

• Ability to make a difference and lasting impact.
• Work in a dynamic, collaborative, progressive, and high-performing team.
• Opportunities to take on progressively greater accountabilities

RBC is committed to supporting flexible work arrangements when and where available. Details to be discussed with Hiring Manager.

RBC requires as a condition of employment that all successful candidates in the United States and Canada be fully vaccinated against COVID-19 prior to their start date, and may require proof of the same. Reasonable accommodation is available where required by law.