Bilingual Junior Fraud Analyst

Join our team as a Bilingual Junior Fraud Analyst and help protect our customers and organization from this role youll analyze calls and transactional data to spot suspicious activity lead investigations and connect with customers to resolve potential fraud quickly and effectively. Youll also contribute to ongoing risk assessments and help strengthen fraud awareness across our contact centers.

This position requires strong attention to detail comfort working with data and bilingual English/French skills. We operate Monday to Friday 8am8pm EST and the role includes a minimum of two weeks per month of evening/split shifts plus rotating holiday coverage.

Position Responsibilities:

• Monitor fraud alerts and flagged activities conducting preliminary investigations into suspicious transactions or behaviors.
• Review customer information documentation and call recordings to identify fraud indicators and document findings accurately.
• Communicate potential or confirmed fraud cases to internal stakeholders and escalate highrisk cases as needed.
• Place system alerts to prevent additional incidents and provide feedback to call center teams on fraud detection practices.
• Contribute to fraudrelated meetings training process improvements and enterprise initiatives focused on risk mitigation.
• Collaborate with crossfunctional partners while maintaining strong knowledge of fraud policies authentication standards and regulatory requirements.

Required Qualifications:

• Fully bilingual (French/English): The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.
• Demonstrated analytical and criticalthinking skills with strong attention to detail.
• Proven ability to work efficiently in a fastpaced environment while managing multiple priorities.
• Skilled at identifying patterns inconsistencies and anomalies in data or documentation.
• Strong written and verbal communication skills and the ability to handle confidential information with integrity.
• Proficiency with Microsoft tools and analytical platforms including Excel Word SharePoint Outlook MS Teams Salesforce AWD and Amazon Connect.
• Selfstarter with a solutionsfocused mindset and 3 years of customer service experience.

Preferred Qualifications:

• Prior experience with Pindrop demonstrating familiarity with voice authentication and frauddetection technology.
• Proven success working effectively within small collaborative team environments.
• Background in fraud risk customer service claims or operations with the ability to adapt across crossfunctional workflows.
• Strong understanding of fraudprevention tools authentication processes and casemanagement systems such as Salesforce and Pindrop.
• Solid knowledge of identitytheft indicators accounttakeover behaviors and common fraud red flags.
• Experience in financial services or insurance bringing additional industry context to fraudrelated investigations.

When you join our team:

• Well empower you to learn and grow the career you want.
• Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team well support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider helping people make their decisions easier and lives better. To learn more about us visit is an Equal Opportunity Employer

At Manulife/John Hancock we embrace our diversity. We strive to attract develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment retention advancement and compensation and we administer all of our practices and programs without discrimination on the basis of race ancestry place of origin colour ethnic origin citizenship religion or religious beliefs creed sex (including pregnancy and pregnancy-related conditions) sexual orientation genetic characteristics veteran status gender identity gender expression age marital status family status disability or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process contact .

Referenced Salary Location

Salary range is expected to be between

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions geography and relevant job-related factors such as knowledge skills qualifications experience and education/training. If you are applying for this role outside of the primary location please contact for the salary range for your location.

Manulife offers eligible employees a wide array of customizable benefits including health dental mental health vision short- and long-term disability life and AD&D insurance coverage adoption/surrogacy and wellness benefits and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays vacation personal and sick days and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S. please contact for more information about U.S.-specific paid time off provisions.