Bilingual (French / English) Call Center Representative – Remote (Ontario based only)

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

Summary of This Role

Investigates potential credit card fraud cases based on information received from the fraud detection system. Analyzes several aspects of account history, to include payment and transaction history. Contacts customers and merchants to obtain additional information regarding fraudulent charges. Maintains accurate and complete documentation of all information necessary for the investigation.

What Part Will You Play?

• Responds to 25 or more account inquiries per hour providing the merchants and cardholders of 5 or more assigned clients with standard/scripted responses to Service Level Agreement (SLA) defined alerts generated within the fraud detection queues. Assists with the completion of the lost stolen report, such as block and transfer of compromised accounts to prevent further losses and fraudulent activity. Builds the credit card replacement orders and completes shipping materials.
• Begins to build knowledge and basic skills required to identify fraudulent credit card activity through training, research of department policies, procedures, external regulations and analytic techniques, and the expertise of more experienced fraud analysts.
• Ability and flexibility to work hours as assigned we are a 24/7 Call Center.
• This is a position that requires all work shift availability, including mornings, afternoons, nights and weekends.
• This position requires you to be on camera during work hours
• Please watch the following quick video, to gain an exciting incite into the position & expectations. https://vimeo.com/1074741613/4ea9873ad2?share=copy
• Remote working, but must be permanently based in Ontario, Canada.
• $19.35 CAD hourly

What you will be contributing to the team:

• Identify and address customer inquiries regarding accounts.
• Identify potentially fraudulent activity occurring on accounts.
• Appropriately utilize internal systems and resources to accurately and effectively serve customers.
• Educate customers on policies, and procedures as it pertains to chargeback rights for non-fraud disputes, and reporting fraudulent activity.
• Accurately document customer conversations in appropriate systems.
• Provide timely escalation of all department and system issues using the established reporting protocols.
• Interact and liaise with various support groups within Global Payments/TSYS in order to resolve cardholder disputes.
• Successfully complete additional skills training as required/requested.

Who you are

• Someone with 6-12 months of employment experience.
• Contact center, or banking/financial services experience is preferred, but not required.
• Bilingual in English and French.
• Must be eligible to work full time in Canada.
• A High School Graduate.
• Able to maintain customer service standards during high-pressure situations.
• A positive member who loves to learn and share new things.
• A strong communicator with great interpersonal skills.
• A problem analyzer and solver by gathering relevant information systematically.
• Able to work independently and make quick and accurate decisions.
• Someone with strong analytical skills to troubleshoot issues.

Who we are

• At TSYS, we’re building the future of payments. Our suite of scalable issuer solutions provides the next generation platform for origination, processing and risk management.
• Our mission is to keep pushing payments technology forward. We’re always investing, testing and evolving. Delivering smarter, more secure payment solutions.

How we care about our people

• Real opportunities to grow professionally
• Collaborative, friendly work environment
• Benefits after 30 days
• Health insurance
• Short-Term and Long-Term disability coverage
• Life insurance plans
• Retirement savings programs
• Employee stock purchase program
• Employee assistance program
• Volunteering opportunities

At this time, we are unable to offer visa sponsorship for this position. Candidates must be legally authorized to work for any employer in Canada on a full-time basis without the need for current or future immigration sponsorship.

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact jobs@globalpay.com.

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