Join our Talent Network

Support Analyst Fraud - 26311

Location: DORVAL, QC, Canada
Posting Start Date: Jul 30, 2021
Posting End Date: Aug 6, 2021


Job Description


Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.
The Support Analyst, Fraud prevents potential loss of revenues resulting from fraudulent activities through analysis of data and intelligence, through flagging PNRs for verification at the airport, and following up based on outcome to finalize and close the case. The Support Analyst, Fraud assists in identifying problems, identifying new trends and proposing solutions which protect Air Canada’s current and expected revenue.

Key Functions:
  • Minimize losses resulting from fraudulent transactions by deciding the fraud risk associated with bookings identified by the business rules derived from previous fraud cases, industry contacts and intelligence;
  • Support the development and maintain the business rules used in the assessment of individual bookings through analysis of past bookings, chargeback analysis, intelligence from financial institutions, police and other merchants;
  • Record and perform analysis of suspicious transactions from various incoming sources, and ensure their timely handling as per established priorities;
  • Establish and communicate internal processes and procedures to key intra and inter-departmental customers;
  • Provide guidance and support to other groups such Airports and Contact Centers. 
  • Maintain high service quality through expertise and knowledge through sound operational decisions.
  • Identify and make recommendations on the evolving fraud prevention business needs of Air Canada to both internal and external vendors.  Provide a support role to the latter during the implementation of new products and services;
  • Perform manual fraud review in order to detect fraudulent transactions, Using Fraud Tools;
  • Make decision based on an active monitor of our automated fraud screening application;
  • Review queued transactions and independently determine if the reviewed transactions are fraudulent or legitimate;
  • Independently resolve problems that require in depth investigation and/or research;
  • Analyzes transaction data activity to detect potentially fraudulent activity and assess level of risk of a loss and provide recommendation to improve fraud detection and prevention; 
  • Conducts cross references analysis to identify transactions and accounts to known fraudulent activity;
  • Works effectively with peers and leadership by sharing ideas and knowledge about detection and dispute trends and information;
  • Performs other disputes-related projects and tasks as needed;
  • Effectively manages all incoming communications by emails or phone calls with our customer’s relation, banks, vendors, and internal teams via multiple channels.
  • Support and participate in projects and strategy meetings representing the department.


  • Proficiency in Microsoft Excel and Outlook
  • Minimum of 1-2 years of fraud prevention and/or E-COM payments experience
  • Excellent interpersonal, communication, organizational skills
  • Team player
  • Exceptional written communications in the 2 official languages, English primarily and French strongly desired
  • Solid analytical skills and proven linked investigations capabilities
  • Self-starter, energetic with a strong sense of initiative, prioritization and creativity
  • Hours:  Must be available to work overnight shifts as this is a 24/7 work environment. Do note that the shifts may be subject to change depending on operational needs which may also include weekend coverage.
Linguistic Requirements

Based on equal qualifications, preference will be given to bilingual candidates. 

Diversity and Inclusion
Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.
As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.