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Job Description
What is the opportunity?
You are a Fraud Analyst within Risk Operations acting as an RBC ambassador delivering an exceptional client experience. You champion the RBC brand and provide support to our clients as they interact with us in a variety of ways whether it is by phone or email. If you have strong analytical skills, are inquisitive and are passionate about delivering an exceptional client experience, come build a long-term career with RBC. This is a full time and shift oriented role with an opportunity to work from home. As Canada's leading financial institution, we are committed to safe banking and provide support to ensure your success in this critical role.
What will you do?
• Engage with RBC clients through various communication channels to deliver an outstanding client experience helping protect our clients
• Educate & provide advice to clients to meet their immediate security needs and provide tailored solutions to protect them and prevent fraud losses
• Resolve problems at first point of contact in a friendly and helpful manner
• Contribute to team results by supporting all colleagues to be successful in meeting client needs
• Cultivate and maintain relationships with partners to work as one RBC
• Manage risks by adhering to compliance routines, processes, and controls to protect client and shareholder interests
What do you need to succeed?
Must-have:
• Ability to work independently in a structured environment, as a Remote Office Employee (ROE), working in your home office with proven time management, organizational and problem-solving skills & must be able to meet with the technological and confidentiality requirements of the role (i.e., private, and quiet space, Internet connectivity, etc.) Details to be discussed with the hiring manager.
• Proven interpersonal, communication and problem resolution skills
• Proven ability to build rapport while effectively analyzing and identifying solutions to mitigate risk and protect our clients
• Desire to build exceptional client experiences and is passionate and curious to help clients meet their needs and solve their concerns
• Full flexibility for a variety of shifts Monday to Sunday, 7AM to Midnight. Please note the department is open 24/7
• Requires fluency in French and English to serve our clients in the community with English speaking needs
Nice-to-have
• Past experience in a customer service role where you provided a variety of needs-based solutions
• Experience working in a team and metrics-based performance environment
• Previous experience working in a Contact/Call Centre or in a fast paced financial and/or service industry
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 in our client's lives and to our communities
• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation and stock where applicable
• A world-class training program in financial services
• Excellent career development and access to a variety of job opportunities across business and geographies
• Leaders who support your development through coaching and managing opportunities
• Work in a dynamic, collaborative, progressive, and high-performing team
Job Skills
Anti-Money Laundering (AML), Credit Analysis, Data Gathering Analysis, Ethical Business, Financial Regulation, Fraud Management, Fraud Risk Management, Information Capture, Order Processing, Process Management, Risk ControlAdditional Job Details
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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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