Overnight bilingual banking advisor supporting RBC clients through phone, chat, video, and digital channels. Resolving banking concerns and delivering client - focused solutions for Canada’s largest bank.
About the role
- Bilingual Incident Coordinator assisting clients with breach and fraud issues. Provide expert customer service and manage incident processes for TransUnion clients while working remotely from Ontario.
Responsibilities
- Screen and interview clients by telephone to compile information regarding breach/fraud and/or identity theft
- Examine and analyze information to determine the severity of the fraud, breach and/or identity theft
- Exercises independent judgment in setting priorities to ensure that deadlines and due dates are met
- Provide professional and courteous customer service and expert assistance to clients and victims of a breach/fraud and/or identity theft
- Manage customer and client expectations
- Act as point of contact for customer, client and internal experts
- Gather, assemble and preserve facts, statements or affidavits and other evidence for use in breach remediation and resolving fraud and identity theft issues and claims
- Prepare letters, initiate telephone communications and acts as a liaison to creditor, law enforcement and government agencies
- Communicate clearly to customer the services and support offered
- Consults with potential and existing clients on breach incidents to determine if remediation is necessary and the requirements of the remediation. Escalates and refers any incidents that require assistance from other internal departments, coordinates the discussions, meetings and updates
- Identify, report, and articulate on current trends and unique client or customer situations to both internal and external parties
- Maintain current knowledge of all new laws and regulations pertaining to breach and identity theft
- Prepares written proposals for breach services that fit the situation
- Participates in project plan schedule development, monitoring and reporting
- Directs document and data transfers between company and clients
- Manage mailings: scrubbing data, producing letters, obtaining client approval and coordinating the delivery to mailing service
- Ensures timely communication to internal team members, clients and other 3rd parties such as client’s counsel
- Records and details relevant case notes into database with strong attention to detail and accuracy of information in a timely manner
- Ensures the closure of all resolved and confirmed Incident records and final report to the client /customer
- Accountable for the overall breach/fraud incident process efficiency and effectiveness
Requirements
- Project Management Experience
- 3-5 years working in a client facing position similar to customer service
- Ability to manage multiple tasks moving at varying pace
- Proficient with MS Office suite; Tech savvy
- Proficient with reporting systems e.g. claims/ client management systems an advantage
- Strong written and verbal communication skills
- Excellent interpersonal skills - good listener
- Ability to elicit cooperation from a wide variety of sources, including North American/Galway Teams, clients and other departments
- Keen attention to detail
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment; very organized
- Results driven and customer focused
- Team player; collaborative work style is vital as is in keeping with companywide ethos.
- Self-motivated; able to work with little supervision
- Fluent in English and French.
Benefits
- Accommodation is available, including for applicants with disabilities, in accordance with applicable laws.
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Bilingual insurance service associate supporting RBC life and health policy clients. Answering calls and emails, explaining policies, and resolving client concerns.
Spécialiste bilingue des conflits au cabinet d’avocats canadien McCarthy Tétrault. Gérant les recherches de conflits, l’ouverture de dossiers, la conformité KYC/AML et les données de facturation.
Spécialiste bilingue des conflits pour McCarthy Tétrault, cabinet d’avocats canadien. Gestion des vérifications de conflits, dossiers clients, conformité KYC/AML et lettres de mandat à Montréal.
Bilingual client relations specialist supporting Transamerica’s Canadian WFG insurance and financial - services field operations. Resolving escalated issues, handling high - volume inquiries, and guiding users across operational systems.
Bilingual collections specialist recovering overdue residential and commercial mortgage payments for Equitable Bank. Negotiating payment arrangements, managing delinquent accounts, and coordinating loan servicing.
Bilingual Contact Centre Representative supporting TD, a major North American bank, with credit - card and banking inquiries. Resolving issues, recommending products, and delivering compliant customer service in a hybrid role.
Bilingual BDC Representative converting high - volume automotive dealership leads into Sales and Service appointments for Optimy.ai. Using AI tools, CRM platforms, calls, texts, emails, and chat to drive lead conversion.
Bilingual Claims Service Representative handling first - notice - of - loss calls for Allstate Canada’s auto and property insurance customers. Explaining claim processes, gathering information, and coordinating inspections or emergency services remotely.
Bilingual Reimbursement Specialist supporting coverage requests, case coordination, and reimbursement resolution. Cencora connects pharmaceutical manufacturers, providers, and patients to needed therapies.