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Account Security Analyst

Risk & Fraud Prevention | Montreal, Quebec, Canada | Full Time

Job Description

About Us

Payza is a global online payment platform specializing in e-commerce processing, corporate disbursements, and remittances for individuals and businesses around the world.

The Account Security Analyst  will be responsible for supporting Payza’s customer service strategy and deliver a superior client experience by providing quality service to clients and enhancing Payza’s risk mitigation strategy through the analysis and investigation of potential client fraud transactions, utilizing multiple systems and applications.

Working conjointly with our Loss Prevention and Anti-Fraud teams, the incumbent will be responsible for all incoming calls and emails concerning lost and stolen cards, fraud prevention, risk situations, completing security reports and ensuring that accounts are blocked to prevent any possibility of fraud losses.

Primary Duties & Responsibilities

  • Respond to account holder inquiries regarding compromised and potentially fraudulent accounts
    • Gather relevant information and coordinate with Loss Prevention  and Anti-Fraud teams
    • Respond to account holder via email, phone and web chat
    • Report transactions for reversal as needed
  • Respond to inquiries regarding suspicious activities
    • Request additional Know Your Customer (KYC) documents from account holder
    • Ensure documents meet necessary requirements and quality standards
    • Compile daily reports and send to Team Leader and Loss Prevention / Anti-Fraud teams
  • Respond to inquiries regarding phishing & spoof emails
    • Respond to account holder / user as needed
    • Provide a daily report to line manager
    • Escalate high priority issues to line manager as needed
  • Manage inquiries regarding locked accounts
    • Request more information from account holder regarding lost/stolen credit cards
    • Analyze accounts locked due to missing/erroneous information related to credit card transactions
    • Forward to appropriate department for action
  • Manage requests related to access exceptions through IP proxy servers/network sharing devices
    • Ensure accounts are not sharing access/login info with other accounts
    • Review IP address and device profiling to determine risk levels
    • Escalate requests to Anti-Fraud team for action if suspicious activity exists
    • Escalate to Programmer Analyst to allow exceptions

Required Skills & Abilities

  • Adaptable to the changing priorities of a fast-paced work environment
  • Confident, and comfortable managing contentious situations
  • Superior analysis, research, problem-solving, and decision-making skills
  • Ability to take control of stressful situations using tact and diplomacy
  • Negotiation skills in contentious situations
  • Superior attention to detail
  • Clear and concise verbal and written communication skills in English and French
  • Excellent PC skills (the ability to navigate through multiple windows-based applications)
  • Strong problem solving skills
  • Exceptional interpersonal skills and communication skills

Experience & Education

  • Strong understanding of the Payza’s services, product knowledge, features and internal systems
  • Training or experience in financial fraud within the Banking or e-Commerce industry is an asset
  • Strong understanding of FINTRAC, FINCEN,  Bank Act, Canadian Payments Association Rules and Guidelines, PCMLTFA and PCI standards is an asset


NOTE:  This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.