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Support Analyst, Fraud - 29558

Location: DORVAL, QC, Canada
Posting Start Date: Aug 30, 2022
Posting End Date: Ongoing


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, through follow-up and assistance provided to internal groups, departments and external entities. The Support Analyst, Fraud assists in identifying problems, identifying new trends and proposing solutions which protect Air Canada’s current and expected revenue.
The Support Analyst, Fraud will be reporting to the Senior Manager, Fraud.  
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;
  • Develop, train, coach and provide support to other groups while maintaining quality assurance and offering expertise with 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 Detection 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 communication and 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 Office suite specially Excel 
  • Fraud prevention, internal audits or investigations experience is a strong asset
  • Strong ticketing knowledge in Altea is a strong asset
  • NRD experience is a strong asset
  • Excellent knowledge of company products and policies      
  • Excellent knowledge of our Digital platform
  • Ability to work well with minimal supervision
  • Highly flexible and adaptable
  • Good problem solving and conflict resolution skills
  • Motivated and enthusiastic team player
  • Positive and Proactive
  • Satisfactory personal record and work performance
  • Ability to maintain confidentiality is a requirement
  • Must work well in a collaborative team environment
  • Able to work under pressure
  • Familiar with telecom environment (terminology, technical, and commercial)
  • Excellent interpersonal, communication, organizational skills and a team player
  • Solid analytical skills
  • Self-starter, energetic with a strong sense of initiative and creativity
  • Hours:  Must be available to work overnight shifts as this is a 24/7 work environment including weekends and holidays. Do note that the shifts may be subject to change.
Conditions of Employment:
  • Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.
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.