With people at the heart of our success, NTT Data is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters. It’s our belief in possibility that drives us, but it’s our people that make it happen. At NTT Data, what you do matters. A Career at NTT Data Means: Having ongoing opportunities to GROW your career- we offer barrier-free learning with multiple self-learning tools available. Being part of a global organization where you can BELONG - in an inclusive and diverse working environment where you are free to be your best self. We’re committed to building a people-focused environment where you can shine, no matter who you are. Belonging to a team where you can make a DIFFERENCE - to your clients, colleagues, and communities. Your ideas are embraced, impactful, and keep us agile.Being part of a global PIONEER – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.What else does NTT Data Offer? We’re glad you asked!All equipment required for you to be successful in your roleVirtual paid training Comprehensive benefits package (medical, vision, and dental)Employee Assistance ProgramRRSP program optionsShort- and Long-Term Disability optionsRewards and Recognition programsInternal career advancement opportunities                                                          Position Overview: Contributes to the overall success of the Fraud Services team within the Risk Services Department across Ottawa and Toronto, ensuring specific goals and tasks are executed on in support of the team and client’s business strategies, brand expectations and objectives.  Ensure all activities conducted are in line with the internal policies and procedures.As a Fraud Service Advisor, you will be part of a team performing financially based investigative and assessment activities with a heavy focus on customer service and empathy skills.  In this role, your core responsibility will be handling high risk calls from existing and potential customers in regard to application processing, account updates, credit limit increases, website support, etc.  You directly impact service levels, telephone service factors and the quality of customer interactions within a fast-paced work environment. The primary role of this position is to exceed caller expectations with superior customer experience while safeguarding both NTT Data and the client from any Fraud losses that may occur. Position: Fraud Services Advisor (FSA) Position Status: Full Time – Work from HomeHours of Work: Monday – Sunday (rotating shift hours apply)Department: President’s Choice Financial Personal Characteristics:

A candidate would stand out as a “fit” in the sourcing process by naturally demonstrating the following characteristics:  Confident and understanding when dealing with emotional situations.Strong Communicator – clear, concise, situational, and persuasive oral and written communicationConfidence – Operates with diplomacy and a positive attitude. Solutions orientation – thinks solution first when faced with problems. Analytical mindset- Ability to probe and ask the right questions. Inquisitive and can think quick on their feet with decision making ability.Detail orientated, with active listening skills.Ability to apply logic and relay information with diplomacy.A relationship builder & collaborative team player  Bilingual- intellectual aspect, previous education, language piece is flawless.Career Highlight and Achievements: When discussing career achievements would describe situations and moments of pride that involved:  Exceptional Customer Service skills and experiencePrevious escalations experience Excellent communication skills in English/French (listening/verbal/written) with emphasis on active listening, probing and negotiation skills. Effective problem solving and demonstrated analytical ability. Demonstrated ability to exercise judgment skills required in dealing with complex situations.Ability to explain complex information and purify it into layman’s terms. Responsibilities:Provide excellent customer service while responding to all inbound inquiries including, but not limited to; general inquires, secure code, website support, loyalty programs, card applications and paper statements.In conjunction with on-screen customer information, identify customer’s needs through customer contact while simultaneously reading/updating customer information on the system.Analyze information presented by the caller to process next step according to the nature of the inquiry. Use probing questions to determine validity of customer responses.Handle high risk calls such as fraud analysis following existing SOPs with the intent of mitigating legal, financial, and reputational risk.De-escalate challenging cardholders and demonstrate empathy in all interactions.Identify and resolve complaints while influencing the situation to achieve a mutually satisfactory solution ensuring the escalation process is followed as necessary.Adhere to established departmental escalation procedures, Quality Standard Guidelines defined by the client, and requirements and controls in relation to PCI compliance standards.Accurately complete appropriate documentation for required transactions such as l/s reports, claims, etc. Proactively identify potential fraud trends through effective call analysis. Report customer feedback by adhering to established escalation matrix.Achieve quality service by accurately assessing and responding to customer needs, using sound judgement when recommending appropriate options/solutions, while adhering to the standards of quality assurance program.  Remain current on program information and business initiatives, as well as corporate products and processes.Relevant Experience/Qualifications:
 Minimum of 1-2 years’ experience in Credit Card or Financial SectorMinimum of 1-2 years World Class Customer Service experienceExceptional customer service skills, previous call centre experienceBilingual in English and French (when needed) a strong asset. Excellent communication skills (listening/verbal/written) with emphasis on active listening, probing and negotiation skills – interpersonal skills are essential.Demonstrated analytical and problem-solving skills.Demonstrated ability to work within time constraints.Proficient in Microsoft Suite Applications with strong keyboarding skillsPersonal qualities include adaptability, flexibility, even-temperament, reliability, positive attitude and demonstrated ability to get along with others.Demonstrated ability to exercise judgment skills required in dealing with moderately complex situations.Recoveries/chargeback experience within the Financial Services Sector an assetDemonstrated ability to implement change efforts.Previous escalation handling escalations an asset; ability to provide difficult messages to customers and diffuse irate customers.Recoveries/chargeback experience within the financial services sector (an asset)Diversity. Equity. Inclusion. Unleashing the power of being unique.We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.

At NTT Data what you do matters. Because here YOU can.

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