What is the opportunity?

As a part-time fraud operations agent, you will support the Canadian Banking Operations (CBO), Fraud Management team in protecting client and shareholder’s interest by minimizing fraud losses. You will analyze and investigate client fraud transactions, ensuring operational risk/loss is mitigated and negative client impact and experience is kept to a minimum. You will consistently apply specific procedural and technical knowledge, tools and resources to meet or exceed established workflow targets, and identify client needs through ‘continuous improvement’ focus ensuring an enhanced client experience, alignment to CBO business objectives and to Our Collective Ambition vision.

Please Note: This is a remote part-time opportunity, which will require you to be available for 2-5 days of full time training in the month of December 2022.

What will you do?

• Deliver excellent service to our clients every time; focusing on doing what is best for our clients and the organization - making it Simpler, Faster, Better
• Apply sound knowledge of RBC products and applicable fraud processes and controls to protect RBC clients against fraud activity and/or losses via incoming communication channels (telephone/electronic sources)
• Consistently apply a balanced approach to a differentiated client experience and adhere to RBC policy/procedure due diligence, risk mitigation and/or governance/regulatory requirements
• Focus on attaining established benchmarks for designated client activities, transactions and/or processes, contributing to achievement of business specific Client Service Commitments (CSC’s) and/or Service Level Agreement (SLA)
• Demonstrate appropriate sense of urgency in daily activities, understanding the importance and impact of personal actions on achieving a superior client experience
• Take ownership and accountability to resolve client concerns at first point of contact, refer to manager where applicable in accordance with established client escalation protocol for the business

• Exercise due diligence in following RBC operational risk policies, procedures, standards and guidelines
• Take accountability for quality and accuracy of day to day job responsibilities, tasks and activities ensuring a balanced focus on client experience, efficiency and effectiveness and operational risk and compliance

What do you need to succeed?

Must-have

• Ability to gather and process information
• Interactive Communication skills
• Analytical thinker with ability to handle complex investigations
• Ability to adapt, learn and develop Process Knowledge
• Speed and Accuracy
• Available to work part-time 10-20 hours per week
• Ability to work remotely form a private home office

Nice-to-have

• Client interaction 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.

• Competitive Compensation
• A professional and supportive team environment
• A comprehensive training program on internal processes and systems
• Career progression if you have what it takes to be the best