About the role

Fraud Agent investigating credit and debit card transactions for CIBC, a relationship-oriented Canadian bank. Detecting unusual activity, resolving fraud cases, and mitigating client losses remotely with occasional onsite attendance.

Responsibilities

Deliver service to external and internal customers in line with CIBC’s service-excellence vision
Identify, analyze, and investigate client credit-card and debit-card transactions
Use banking channels to identify possible fraud or unusual activity
Mitigate fraud losses for CIBC clients
Resolve complex or difficult issues involving Fraud Applications, Account Takeovers, Convenience Cheques, 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
Identify, refer, and escalate fraud cases to relevant internal and external areas
Capture accurate information across multiple systems while engaging with clients
Maintain effective communication and seamless service delivery in a fast-paced environment

Full-time temporary (fixed term) 12-month position
Availability and flexibility to work Monday to Sunday between 7AM and 12AM EST
Ability to perform work remotely and attend the primary work location within two hours’ notice for business-related purposes
Secure workspace in a room or office with a closing door, free from noise and distractions
Wired internet connection with minimum download speed of 15 Mbps and upload speed of 10 Mbps
Satellite internet providers are prohibited
Experience in COINS/ECIF, PRM, TSYS and CRS is an asset
Legally eligible to work at the specified location and, where applicable, possess a valid work or study permit
May be required to complete attribute-based assessments, skills tests, simulations, coding tests, or French proficiency testing