Hybrid Web and Fraud Agent

Position: Hybrid Web Support and Fraud Agent
Location: Ahuntsic North

Pay or shift range: $38,000 CAD to $40,000 CAD The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.
Description   Process and manage online reservations in a timely and accurate manner.
Respond to customer inquiries received via email, call, chat, web forms, and other digital channels.
Assist customers with booking modifications, cancellations, and special requests.
Verify reservation details, pricing, promotions, and travel requirements.
Resolve customer concerns and elevate complex issues when necessary.
Maintain accurate records of customer interactions and booking transactions.
Monitor web bookings to identify and correct discrepancies.
Support sales initiatives by promoting travel products, services, insurance, and promotions.
Work collaboratively with suppliers, internal departments, and customer service teams.
Ensure compliance with company policies, procedures, and industry regulations.
Review and assess travel bookings for potential fraudulent activity, including suspicious payment patterns, booking behaviours, and customer information.
Identify high-risk transactions using established fraud indicators, internal systems, payment information, and booking history.
Conduct manual reviews of bookings flagged by automated fraud detection systems or internal teams.
Verify customer and payment information when additional authentication is required before ticketing or confirming travel arrangements.
Analyze booking details for inconsistencies involving passenger information, contact information, payment methods, IP/location data, booking timing, or travel patterns.
Make informed decisions to approve, hold, elevate, or cancel potentially fraudulent bookings in accordance with established policies and procedures.
Contact customers when necessary to validate transactions while maintaining professionalism, discretion, and positive customer experience.
Specialized Knowledge, Skills, and Attributes Required to be Successful   Excellent professional communication skills both written and oral.
Highly organized, able to meet deadlines and work under pressure.
Ability to research and use critical thinking and problem‑solving skills when working independently.
Excellent work ethic and time management skills.
Personable and able to collaborate with internal and external clients.
Proven active listening and attention to detail.
Adaptable and able to keep up with organizational change work conditions.
Hours are commensurate to responsibilities, overtime as required by business needs.
Potential ability to work from home.
Travel and Tourism Diploma/ TICO.
Computer literacy (windows, MS office).
Working Conditions    Sunday:  3pm to 11pm or 4pm to 12am
Monday & Tuesday:  4:00 PM to 12:00 AM EST
Wednesday & Thursday:  8-hour shift between 2:00 PM to 12:00 AM EST
Shift of 4:00 PM to 12:00 AM EST may be required on any day as needed to provide coverage.
The successful candidate must be available to work statutory holidays.
Remote position
Crew Advantages   2 weeks of vacation
Medical and dental benefits
9 additional paid days: 1 birthday day, 5 sick days, 2 personal days, and 1 volunteer day
Employer RRSP contribution program
Awesome travel benefits for you, your friends, and your family
Employee Assistance Program (EAP) for you and your family members
Who We Are  HIS Canada Travel Inc., a division of the H.I.S. Group, is one of Canada’s largest travel companies. Incorporated in 2004, HIS Canada Travel Inc. owns and operates multiple wholesale and retail travel brands. The retail division, including , , Sunquest, The Travel Experts, Merit Travel,  and  offer diverse products to travelers including…