Hybrid Bilingual Junior Fraud Analyst

at Manulife

• Job title: Bilingual Junior Fraud Analyst
• Job type: Full Time
• Experience level: Junior
• Salary: CA$52,650 - CA$87,750 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Montreal, Canada

About the role

• Join Manulife as a Bilingual Junior Fraud Analyst to analyze calls. Help protect customers by resolving potential fraud quickly and effectively.

Responsibilities

• analyze calls and transactional data to spot suspicious activity
• lead investigations and connect with customers to resolve potential fraud quickly and effectively
• contribute to ongoing risk assessments and help strengthen fraud awareness across our contact centers
• monitor fraud alerts and flagged activities, conducting preliminary investigations into suspicious transactions or behaviors
• review customer information, documentation, and call recordings to identify fraud indicators and document findings accurately
• communicate potential or confirmed fraud cases to internal stakeholders and escalate high-risk cases as needed
• place system alerts to prevent additional incidents and provide feedback to call center teams on fraud detection practices
• contribute to fraud-related meetings, training, process improvements, and enterprise initiatives focused on risk mitigation
• collaborate with cross-functional partners while maintaining strong knowledge of fraud policies, authentication standards, and regulatory requirements

Requirements

• Fully bilingual (French/English)
• Demonstrated analytical and critical-thinking skills with strong attention to detail.
• Proven ability to work efficiently in a fast-paced environment while managing multiple priorities.
• Skilled at identifying patterns, inconsistencies, and anomalies in data or documentation.
• Strong written and verbal communication skills and the ability to handle confidential information with integrity.
• Proficiency with Microsoft tools and analytical platforms, including Excel, Word, SharePoint, Outlook, MS Teams, Salesforce, AWD, and Amazon Connect.
• Self-starter with a solutions-focused mindset and 3+ years of customer service experience.
• Prior experience with Pindrop, demonstrating familiarity with voice authentication and fraud-detection technology (preferred).
• Proven success working effectively within small, collaborative team environments (preferred).
• Background in fraud, risk, customer service, claims, or operations, with the ability to adapt across cross-functional workflows (preferred).

Benefits

• health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage
• adoption/surrogacy and wellness benefits
• employee/family assistance plans
• retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
• financial education and counseling resources
• generous paid time off program in Canada including holidays, vacation, personal, and sick days
• full range of statutory leaves of absence