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About the Role

Our client, a rapidly growing fintech organization, is seeking a Client Experience Operations Agent to support collections, fraud resolution, anti-money laundering (AML) investigations, and financial recovery efforts. This role sits at the intersection of client experience, risk management, and operational excellence. The successful candidate will help protect company assets while delivering an empathetic and professional experience to clients facing financial challenges. Working within established service level agreements (SLAs), you'll manage a variety of complex cases while collaborating closely with teams across operations, fraud, compliance, and risk. This is an excellent opportunity for someone who thrives in a fast-paced environment, enjoys problem-solving, and is comfortable balancing business objectives with customer care.

Responsibilities

Manage and resolve cases involving fraud investigations, AML reviews, delinquent accounts and collections, and account offboarding activities.
Process end-of-month write-offs accurately and within established timelines.
Ensure all activities comply with internal policies and applicable regulatory requirements.
Engage with commercial and consumer clients regarding delinquent accounts.
Conduct inbound and outbound communications with professionalism and empathy.
Navigate difficult financial conversations while maintaining a positive client experience.
Document all interactions, actions, and outcomes thoroughly and accurately.
Partner with Fraud, AML, Operations, Compliance, and Risk teams to resolve complex cases.
Escalate high-risk issues when appropriate.
Support shared goals related to financial recovery and risk mitigation.
Identify workflow inefficiencies and recommend process enhancements.
Contribute ideas that improve operational effectiveness and client outcomes.

Requirements

1-2 years of client-facing collections experience.
Previous exposure to Fraud and/or AML environments is required.
Bilingual in English and French.
Strong technical aptitude and ability to navigate multiple systems simultaneously.
Experience working with CRM, call centre, or workflow management tools.
Comfortable learning and utilizing AI-powered platforms and new technologies.
Familiarity with Mac-based environments is beneficial.

Skills

Excellent communication skills
Conflict resolution skills
De-escalation skills
High attention to detail
Ability to maintain complete and accurate records
Ability to work independently in a remote environment
Ability to manage multiple priorities in a fast-paced environment

Location

Toronto, ON

Work Type

100% Remote
Contract
Fully remote

Experience Level

1-2 years

Salary/Compensations

$25.00 - $26.00/hr

Benefits

Potential for permanent employment after the initial contract period.

About the Company

We’re a leading provider of business and technology services.
We accelerate business transformation for our customers.
Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions.
We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed.
We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology.
We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities.
TEKsystems and TEKsystems Global Services are Allegis Group companies.
Learn more at TEKsystems.com.

Equal Opportunity

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.
We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.