Universal Fraud Agent - CIBC, Montreal

Day-to-day

As a member of the Fraud Contact Centre team, you will be responsible for ensuring the delivery of service to both external and internal customers consistent with CIBC vision of winning customer loyalty through service excellence. You will identify, analyze and conduct investigations of client transactions through credit cards and debit cards while using other banking channels to determine possible fraud or unusual activity and mitigate fraud losses for CIBC clients.

• Identify suspected fraudulent activities using knowledge of risk management principles, policies and procedures to mitigate fraud and minimize losses to CIBC in an efficient and timely manner to meet productivity goals.
• Use sound decision-making skills to react quickly to incoming calls and referrals, reviewing customer profiles, transactions and banking history to minimize exposure to loss and protect privacy.
• Identify, refer and escalate different types of fraud to relevant areas within the Identity Theft Response Fraud Contact Center, Fraud Strategy, Corporate Security, Loss Management, Client Care, Ombudsman Office, VISA, and Intria for effective investigation and resolution.

Qualifications

Candidates must meet specific professional and technical criteria to succeed in this CIBC career opportunity.

• Demonstrate experience in COINS/ECIF, PRM, TSYS and CRS as an asset.
• Fluent in French and English to serve our clients in the community.
• 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, connected to modem through hard cable with a minimum download speed of 15 mbps and upload speed of 10 mbps.

Who you'll work with

You will join a relationship-oriented bank for the modern world, collaborating with team members across various departments including Fraud Strategy, Corporate Security, Loss Management, Client Care, and external partners like VISA to resolve complex fraud issues and protect our clients.

Why you'll love it here

CIBC is committed to empowering your strengths and ambitions so you have what you need to make a meaningful impact. Explore administration jobs in Montreal that offer rewarding career paths and comprehensive total rewards.

• Competitive salary and incentive pay
• Banking benefits and a comprehensive benefits program
• Defined benefit pension plan and an employee share purchase plan
• Vacation offering and wellbeing support
• MomentMakers social, points-based recognition program
• Purpose Day, a paid day off dedicated to your growth and development