About the role

Bilingual Fraud Agent investigating card and payment fraud for CIBC, a relationship-oriented Canadian bank. Analyzing transactions, resolving scams and account takeovers, and escalating complex cases.

Responsibilities

Identify, analyze, and investigate client transactions involving credit and debit cards
Use banking channels to determine possible fraud or unusual activity
Mitigate fraud losses for CIBC clients
Resolve complex or difficult issues involving Fraud Applications, Account Takeovers, Scams, and Payments
Investigate suspected fraudulent activity using risk management principles, policies, and procedures
Review customer profiles, transactions, and banking history to minimize losses and protect privacy
React quickly to incoming calls and referrals and make decisions with limited or ambiguous information
Identify, refer, and escalate fraud cases to Fraud Strategy, Corporate Security, Loss Management, Client Care, Ombudsman Office, and Intria
Deliver service to internal and external customers consistent with CIBC’s service-excellence goals
Meet productivity goals while investigating and resolving fraud cases

Reside within a 2 hour radius of the CIBC Tower in Downtown Montreal
Ability to work independently from home with a secure, quiet workspace in a room or office with a closing door
Wired internet connection with minimum 15 Mbps download and 10 Mbps upload speeds
Satellite internet providers are prohibited
Flexibility to work Monday to Sunday between 7:00 am and midnight
Ability to attend the primary work location within two hours’ notice for business-related purposes
Experience in COINS/ECIF, PRM, TSYS and CRS is an asset
Fluent in French and English
Legally eligible to work at the specified location and, where applicable, hold a valid work or study permit
May be required to complete attribute-based assessments, skills tests, simulations, coding tests, or French proficiency tests