Account Activity Fraud Agent - Contact Centre

CIBC; Regina; Hybrid; CAD 40,000 - 70,000; Full time

Job summary

Join a forward-thinking bank dedicated to client relationships as a Fraud Agent. In this dynamic role, you will monitor transactions and investigate potential fraud, ensuring a seamless experience for clients. With a focus on collaboration and communication, you'll work closely with various stakeholders to protect client interests. This full-time position offers flexibility and the chance to thrive in a supportive environment that values your contributions. If you're passionate about making a difference in the banking sector, this opportunity is perfect for you.

Benefits

Competitive Salary

Incentive Pay

Banking Benefits

Defined Benefit Pension Plan

Employee Share Purchase Plan

Vacation Offering

Wellbeing Support

Social Recognition Program

Qualifications

• Experience in a call center environment focusing on fraud detection.
• Strong analytical skills to assess client transactions.

Responsibilities

• Monitor client transactions to identify potential fraud.
• Investigate alerts and compile data for decision-making.

Skills

Analytical Thinking

Banking

Call Center

Communication

Credit

Customer Service

Data Compilation

Decision Making

Financial Transactions

Investigating

Tools

COINS/ECIF

PRM

RCM

Netquery

Webview

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

You'll be joining CIBC's Fraud Contact Centre. As a Fraud Agent you'll monitor client transaction and provide a wonderful client experience while mitigating fraud losses to CIBC & Simplii Financial customers. You'll 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.

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.

Agent @ Home Program Requirements

• Ability to work independently in a private and quiet workspace (ie. 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 (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)
• Satellite Internet providers are prohibited and cannot be used due to the impact on call quality and the stability of service.
  
  

The start date for this role is July 7th 2025. Our Contact Centre is open Monday to Sunday, 7:00 AM - 12:00 AM EST. This is a full-time and shift-oriented role, we’d like you to be flexible between these hours including evenings, weekends, and holidays.

How You’ll Succeed

• Analysis – 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.
• 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.
• Collaboration – 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 investigation, reach resolution and share best practices
  
  

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 [e-mail]
• 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 tests (such as simulation, coding, French proficiency, MS Office). 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

Regina-2412 11th Ave

Employment Type

Regular

Weekly Hours

37.5

Skills

Analytical Thinking, Banking, Call Center, Communication, Credit, Customer Service, Data Compilation, Decision Making, Financial Transactions, Investigating