Hybrid Web Support and Fraud Agent

How You Will Be Spending Your Time

• Process and manage online reservations in a timely and accurate manner.
• Respond to customer inquiries received via email, call, chat, web forms, and other digital channels.
• Assist customers with booking modifications, cancellations, and special requests.
• Verify reservation details, pricing, promotions, and travel requirements.
• Resolve customer concerns and escalate complex issues when necessary.
• Maintain accurate records of customer interactions and booking transactions.
• Monitor web bookings to identify and correct discrepancies.
• Support sales initiatives by promoting travel products, services, insurance, and promotions.
• Work collaboratively with suppliers, internal departments, and customer service teams.
• Ensure compliance with company policies, procedures, and industry regulations.
• Review and assess travel bookings for potential fraudulent activity, including suspicious payment patterns, booking behaviours, and customer information.
• Identify high-risk transactions using established fraud indicators, internal systems, payment information, and booking history.
• Conduct manual reviews of bookings flagged by automated fraud detection systems or internal teams.
• Verify customer and payment information when additional authentication is required before ticketing or confirming travel arrangements.
• Analyze booking details for inconsistencies involving passenger information, contact information, payment methods, IP/location data, booking timing, or travel patterns.
• Make informed decisions to approve, hold, escalate, or cancel potentially fraudulent bookings in accordance with established policies and procedures.
• Contact customers when necessary to validate transactions while maintaining professionalism, discretion, and positive customer experience.

Specialized Knowledge, Skills, and Attributes Required to be Successful

• Customer service excellence/orientation
• Excellent professional communication skills both written and oral
• Highly organized, able to meet deadlines and work under pressure
• Ability to research and use critical thinking and problem-solving skills when working independently
• Excellent work ethic and time management skills
• Personable and able to collaborate with internal and external clients
• Proven active listening and attention to detail
• Adaptable and able to keep up with organizational change work conditions
• Home Office/Office environment.
• Hours are commensurate to responsibilities, overtime as required by business needs.
• Potential ability to work from home
• Travel and Tourism Diploma/ TICO
• Computer literacy (windows, MS office)

Working Conditions

• Sunday: 3pm to 11pm or 4pm to 12am
• Monday & Tuesday: 4:00 PM to 12:00 AM EST
• Wednesday & Thursday: 8-hour shift between 2:00 PM to 12:00 AM EST
• Shift of 4:00 PM to 12:00 AM EST may be required on any day as needed to provide coverage.
• The successful candidate must be available to work statutory holidays.
• Remote position

Crew Advantages

• Competitive salary
• 2 weeks of vacation
• Medical and dental benefits
• 9 additional paid days: 1 birthday day, 5 sick days, 2 personal days, and 1 volunteer day
• Employer RRSP contribution program
• Awesome travel benefits for you, your friends, and your family
• Employee Assistance Program (EAP) for you and your family members

Who We Are

HIS Canada Travel Inc., a division of the H.I.S. Group, is one of Canada’s largest travel companies. Incorporated in 2004, HIS Canada Travel Inc. owns and operates multiple wholesale and retail travel brands. The retail division, including redtag.ca, itravel2000.com, Sunquest, The Travel Experts, Merit Travel, Flights.ca and Cruises.ca offer diverse products to travelers including destination packages, flights and hotels worldwide, excursions and more. The wholesale travel business, TravelBrands, provides a full range of travel products including air, hotel, car rental, cruise and specialty to travel agents and retail agencies throughout Canada. HIS Canada Travel Inc. is a comprehensive one-stop shop for agents and travelers alike. 

Are You Ready to be part of the team?

If you’re interested in this opportunity, please submit your cover letter and resume to careers@travelbrands.com.

We thank all applicants for their interest; only those selected for further consideration will be contacted.

HIS Canada Travel Inc. values diversity in the workplace and is committed to employment equity. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), HIS Canada Travel Inc. will provide accommodation, accessible formats, and communication support for the interview upon request and we will work with you to meet your accessibility needs.