Bilingual Fraud Advisor - Advice Centre

About the role

RBC is hiring a Bilingual Fraud Advisor for its Advice Centre in Montreal. As an RBC ambassador, you support clients by phone and email, helping protect them from fraud and providing tailored solutions. It is a full-time, shift-oriented role with flexible work arrangements, and the department is open 24 hours a day, 7 days a week.

Key responsibilities

• Engage with RBC clients through various communication channels to deliver an outstanding client experience and help protect them.
• Educate and advise clients on their immediate security needs, offering tailored solutions to prevent fraud losses.
• Resolve problems at first point of contact in a friendly and helpful way, and maintain relationships with partners so everyone works as one RBC.
• Support colleagues to meet client needs and contribute to team results.
• Manage risk by following compliance routines, processes and controls to protect client and shareholder interests.

Required profile

• Bilingualism in English and French is required, as clients and partners across Canada speak both languages.
• Ability to meet the technological and confidentiality requirements of the role (private, quiet space, internet connectivity).
• Full flexibility for shifts from Monday to Sunday, 7:00 AM to midnight.
• Nice to have: experience in a team and metrics-based environment, and previous contact centre or fast-paced financial/service industry experience.

Required skills

• Interpersonal, communication and problem-resolution skills.
• Ability to build rapport while analysing and identifying solutions that mitigate risk.
• Account management, customer service, decision making, fraud detection and relationship building.

What we offer

• Total rewards program including bonuses, flexible benefits, competitive compensation and stock where applicable.
• World-class financial services training and career development with coaching from leaders.
• A dynamic, collaborative team and flexible work arrangements where possible, subject to the role's technological and confidentiality requirements.