CIBC is hiring an Account Activity Fraud Agent to join our Fraud Operation Contact Centre team. In this remote role, you will monitor client transactions to mitigate fraud losses for CIBC and Simplii Financial customers while delivering a positive client experience. You'll identify, analyze, and investigate transactions across multiple banking channels to detect potential fraud.

What You'll Do

Monitor client transactions and provide a wonderful client experience while mitigating fraud losses.
Identify, analyze and conduct investigations of client transactions through debit cards, ATMs, over the counter (OTC) deposits at branches and other banking channels to determine possible fraud or unusual activity.
Engage with clients in a way focused on relationship building over the long term and encouraging client loyalty.
Exercise decision making skills while reviewing customer’s profiles, transactions, banking history and cheque images to minimize loss and protect CIBC and our client's privacy.
Compile data and investigate alerts/referrals to make recommendations and take appropriate action.
Accurately document all actions taken including the resolution reached and the decision made by updating the appropriate databases for each file investigated.
Interact directly with CIBC clients, branches and other stakeholders via telephone to communicate information relating to suspected fraudulent activity.
Develop and maintain relationships with CIBC partners and other teams to compile data, complete investigation, reach resolution and share best practices.

What We're Looking For

Ability to work independently in a private and quiet workspace (i.e., in a room or office with a door that closes).
Wired Internet connection capable of continuously supporting excellent call quality and high-speed response rate (minimum download speed of 15 mbps and upload speed of 10 mbps).
Satellite internet providers are prohibited and cannot be used.
Flexibility to work shifts between Monday to Sunday, 7am to Midnight, including evenings, weekends, and holidays.
Must be legally eligible to work at the location(s) specified and, where applicable, must have a valid work or study permit.
Fluent in French and English to support business operations outside of Québec, Canada.

Team & Environment

You'll be a member of CIBC’s Fraud Operation Contact Centre team.

Benefits & Compensation

Competitive salary
Incentive pay
Banking benefits
Benefits program
Defined benefit pension plan
Employee share purchase plan
Vacation offering
Wellbeing support
MomentMakers social, points-based recognition program
Purpose Day; a paid day off dedicated for you to use to invest in your growth and development

Work Mode

This is a hybrid role based in Montreal (1155 Rene Levesque O).

CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience.