Transaction Review Specialist – Fraud Operations

Job content

Come Work with Us!

At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.

Whether you’re helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.

Job Title

Transaction Review Specialist – Fraud Operations

Job Description

What is the opportunity?

Based in Fraud Operations acting as an RBC ambassador delivering exceptional client experience, you will field incoming emails about disputes and chargebacks related to credit cards. You will apply your strong analytical skills, inquisitive nature and friendly demeanor to get to the heart of the matter effectively and educate clients about protecting their interest. Ultimately, you will help our clients feel safe when 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.

Please Note: This role is a hybrid opportunity for applicants within commuting distance to the Toronto and Montreal office locations.

What will you do?

• Provide professional, responsive customer service to on line banking emails fraud and chargebacks related to Personal, Business & Commercial Cards, excluding merchant card and respond to correspondence within 72 hours
• Apply the VISA International Operating Regulations (VIOR) & MasterCard Worldwide Operating Regulations
• Resolve problems at first point of contact in a friendly and helpful manner, and refer more complex situations to RBC partners, as appropriate
• Use effective analytical skills and probing questions to understand and identify the root cause of a client’s concern or inquiry
• Adhere to compliance routines in identifying and resolving client concerns
• Efficiently determine if client’s concern/inquiry is a dispute, a fraud or a chargeback and address the client’s immediate need by providing necessary resolution, investigation or escalation to the fraud team
• Be flexible and able to undertake multiple tasks throughout a working day, including CART processing and writing e-mails
• Contact clients by telephone if needed for further probing
  
  

Must-have:

• At least one year of client service experience, in a call handling capacity
• 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
• Flexible to work various shifts within the business hours of 8h00 to 21h00 Monday to Friday and 8h30 to 19h00 on Saturdays
  
  

Nice-to-have:

• Advice/Call Centre experience
• Ability to navigate between multiple Windows-based application systems
• CART experience
• Performance Tracker 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.

• A comprehensive Total Rewards Program including bonuses and flexible benefits, and competitive compensation
• Flexible work arrangements, including bonuses for evening shifts
  
  

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

Job Summary

Address:

TORONTO, Ontario, Canada

City:

CAN-ON-TORONTO, CAN-QC-MONTRÉAL

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

Personal and Commercial Banking

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2022-06-10-07:00

Application Deadline:

2022-06-30-07:00

Inclusion and Equal Opportunity Employment

At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.

We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.

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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 rbc.com/careers.