Associate Fraud

Name and description of the hiring department

A challenging and interesting opportunity for a motivated and action oriented individual in the Bell Corporate Security – Anti-Fraud Center.

Bell Canada Corporate Security is accountable for establishing, implementing, administering and enforcing Bell Canada's Security Policies. The Anti-Fraud Center detects, analyzes and investigates potential telecommunications fraud on all of the different Bell services and technologies offered. We are responsible for managing the fraud governance program and working with the various Bell business units and external partners to take corrective actions to minimize fraud losses and protect company revenues.

Under the direction of the Manager – Fraud Control Compliance & Detection, the chosen candidate will be responsible for the detection, investigation, and treatment of fraud against Bell. As well, the candidate will be required to document all fraud cases to allow the company to track trending and compile evidence against potential fraudsters.

Job duties / accountabilities

• Detect, investigate and address potential fraud through a variety of internal and external applications and recognize fraud trends
• Handle unusual and complex situations such as identity theft, escalations, specific email requests, billing inconsistencies, and work with fraud partners in a professional manner
• Communicate with victims, customers, and suspected fraudsters to determine the nature of fraudulent activity and resolve fraud cases to mitigate business losses
• Provide feedback and coaching to internal and external partners and assist in documenting new processes and possibly assist with training documentation
• Document all fraud cases in case management and ticket management systems and databases to create an internal audit trail
• Take the necessary corrective measures to reduce fraud-related losses while maintaining good relationships with internal and external clients
• Participate in process improvement projects, including automation and simplification of procedures, and submit recommendations

Essential skills / competencies

• Knowledge of English and French are required: Proficiency in the language without any significant restrictions, in the course of their duties, this person will be required to interact with French & English speaking stakeholders across Canada
• Proficient in MS Office tools (Excel, Powerpoint), a test could be administrated
• Excellent analytical, problem-solving and decision-making skills
• Ability to document clearly and effectively
• Ability to learn quickly from internal systems
• Consistently demonstrate good judgment, honesty, integrity and discretion
• Ability to work independently under minimal supervision or in collaboration with other team members
• Ability to take on heavy workloads, work under pressure, multi-task, learn and apply knowledge acquired quickly
• Behavior in line with the company's values and positive, professional attitude
• Results-oriented, highly adaptable in an ever-changing environment

Preferred qualifications / competencies

• knowledge of Bell's internal applications
• Experience and knowledge of wired, cellular and Internet networks
• Fraud industry certification is an asset (i.e.: CTFS (Certified Telecommunications Fraud Specialist}, CFE (Certified Fraud Examiner}, etc.)
• Studies related to the field (criminology, security, fraud, etc.)
• Knowledge of a 3rd language
• Experience in fraud detection/prevention or related field
• Experience in customer service 

Working Conditions

• Flexibility to work various hours to meet business needs (Weekdays, evenings and weekends from 7:00 a.m. to midnight)
• In case of business emergencies, the candidate may have to work exceptionally in different work hours
• Must pass a security clearance check including criminal record check