Job Description

We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients.

At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.

To learn more about CIBC, please visit CIBC.com

What you’ll be doing

As a member of CIBC’s Fraud Operation Contact Centre team, the Fraud Agent will monitor client transaction and provide a wonderful client experience while mitigating fraud losses to CIBC & Simplii Financial customers. The Account Open Analyst, Fraud Controls role will be responsible for identifying, analyzing and conducting investigations of account open applications for banking products (Debit, Credit and Simplii) in order to determine possible true name fraud applications. Using your strong analytical skills, you will take appropriate actions to mitigate losses on suspected fraudulent account open applications. You will maintain superior customer service level in dealing directly with both internal and external clients. You will also be responsible for investigating the more complex fraud cases as well as supporting the Account Open analysts with inquiries and referrals.

At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.

Our team opens Monday to Sunday from 7:00 AM to 8:00 PM EST. This is a full-time and shift-oriented role and we’d like you to be flexible between these hours, which include evenings and weekends. 

CIBC is transitioning to an Agent@Home model, for this role you will be required to work from home. The expectation and details will be confirmed if you move through the recruitment process. Even though this role is a remote position, the expectation is that you must be able to attend your primary CIBC location within two hours upon request (e.g. technology/service outages, Business Contingency Planning, team meetings, celebration, events, etc.)

Agent@Home Program Requirements

• Ability to work independently as an Agent@Home with a secure workspace, in a room or office with a door that closes it off from noises and distractions.

• Wired Internet connection, capable of continuously supporting excellent call quality and high-speed response rate (Internet connection can be connected to modem through hard cable (not wireless) with a minimum download speed of 15 mbps and upload speed of 10 mbps)

How you’ll succeed

• Investigation - Exercise decision making skills while reviewing customer’s profiles, transactions, banking history and cheque images to minimize loss and protect CIBC and our clients privacy.

• Teamwork - 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 Client Account Management (CAM) teams to compile data, complete investigations, reach resolutions, and share best practices.

• Data collection - 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.

• Computer savvy - Navigate and focus on multiple software applications and dual monitors easily.

• Efficiency - Understand that the client’s time is valuable and effectively complete client requests. Strong knowledge of the CIBC systems and products to allow quick resolution of problems.

Who you are

• You can demonstrate experience in COINS/ECIF, PRM, RCM, Netquery and Webview.

• You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it's the right thing to do.

• You understand that success is in the details. You notice things that others don't. Your critical thinking skills help to inform your decision making.

• You act like an owner. You thrive when you're empowered to take the lead, go above and beyond, and deliver results.

• Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.

What CIBC Offers

At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.

• We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, and MomentMakers, our social, points-based recognition program.

• Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.

• We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.

*Subject to plan and program terms and conditions

What you need to know

• 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. If you need accommodation, please contact Mailbox.careers-carrieres@cibc.com

• CIBC is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.

• You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.

• We may ask you to complete an attribute-based assessment and other skills test (such as simulation, coding, French proficiency).

• We use artificial intelligence tools during the recruitment process. Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.

Job Location

Toronto-141 Bay, 16th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Call Center