Harneet Kaur

Protect customer information by verifying suspicious activity and preventing fraudsters from accessing Rogers' network.
Handle challenging conversations with strong soft skills, demonstrating professionalism and empathy in equal measure.
Perform basic casework investigation. Handle investigations from front to end. Determine fraud or not fraud, contact claimants, and ensure impacted accounts are right-sized.
Ensure all fraud activity is entered and tracked via various internal fraud databases.
Perform other ad-hoc duties as required.
Develop and demonstrate the necessary skills to move to more complex duties within the group.
Action a high volume of high-risk cases in the Fraud Management System: Ensure timely, accurate determinations to minimize fraud losses.
Conduct proactive investigations, and perform link analysis. Identify emerging fraud trends.
Communicate fraud trends within the overall team for continuous improvement, with prevention targets.
Work on ad hoc reports, and fraud trends as necessary.

• Prevent, investigate, and resolve fraudulent activity on customer accounts.

Actively handle case investigation work toward Equifax, TransUnion credit report cases.

• Ensure compliance with service level agreements, and perform validation of mobility products.

At all times, provide courteous and quality service during your interactions with the customer.

• Diagnose and execute technical troubleshooting on products or services.

• Communicate with customers experiencing difficulties to determine and document problems experienced;

Provide advice and training to users in response to identified difficulties.