Join our team as a Bilingual Junior Fraud Analyst and help protect our customers and organization from fraud. In this role, you’ll analyze calls and transactional data to spot suspicious activity, lead investigations, and connect with customers to resolve potential fraud quickly and effectively. You’ll 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, 8am–8pm 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 high‑risk cases as needed.
• Place system alerts to prevent additional incidents and provide feedback to call center teams on fraud detection practices.
• Contribute to fraud‑related meetings, training, process improvements, and enterprise initiatives focused on risk mitigation.
• Collaborate with cross‑functional 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 critical‑thinking skills with strong attention to detail.
• Proven ability to work efficiently in a fast‑paced 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.
• Self‑starter with a solutions‑focused mindset and 3+ years of customer service experience.

Preferred Qualifications:

• Prior experience with Pindrop, demonstrating familiarity with voice authentication and fraud‑detection 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 cross‑functional workflows.
• Strong understanding of fraud‑prevention tools, authentication processes, and case‑management systems such as Salesforce and Pindrop.
• Solid knowledge of identity‑theft indicators, account‑takeover behaviors, and common fraud red flags.
• Experience in financial services or insurance, bringing additional industry context to fraud‑related investigations.

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll 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 https://www.manulife.com/en/about/our-story.html.

Manulife 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 [email protected].

Referenced Salary Location

Montreal, QuebecHybrid

Salary range is expected to be between

$52,650.00 CAD - $87,750.00 CAD

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 [email protected] 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 [email protected] for more information about U.S.-specific paid time off provisions.