Analyst, Fraud Controls

CIBC; Toronto; Hybrid; CAD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Incentive pay

Benefits program

Employee share purchase plan

Job summary

CIBC in Toronto is seeking an Analyst, Fraud Controls to identify, analyze and investigate client transactions for potential fraud, while maintaining excellent customer service. You will work in a hybrid model with 1–3 days on-site and remote days, and participate in the Agent@Home program. Availability includes Monday to Sunday 7am–12am EST.

Join a team that values accuracy, proactive risk management, and collaboration, helping protect clients and the bank from fraud loss.

Qualifications

• Experience in a fraud prevention, loss prevention, or investigative role.
• Working knowledge of PRM, TSYS, AS400 Image, Cardinal Commerce and COINS/ECIF.
• Strong analytical, communication and collaboration skills.

Responsibilities

• Analyze customer profiles, transactions and banking history to identify fraud and mitigate losses.
• Investigate alerts and referrals, document actions and resolutions in the databases.
• Communicate with clients, branches and CAM teams to share findings and best practices.

Skills

Call Center

Client Service

Communication

Credit Card Fraud

Customer Experience

Outbound Calls

Work Collaboratively

Tools

PRM

TSYS

AS400 Image

Cardinal Commerce

COINS/ECIF

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 Fraud Controls Team, the Analyst, Fraud Controls will be responsible for identifying, analyzing and conducting investigations of client transaction activity in order to determine possible fraud or unusual activity. Using your strong analytical skills, you will take appropriate actions to mitigate losses on suspected fraudulent activity. You will maintain superior customer service level in dealing directly with both internal and external clients. You will be responsible for IDCF (Debit card transaction Alerts).

At CIBC we enable the work environment most optimal for you to thrive in your role. You’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 1-3 days per week on‑site, while other days will be remote.

This position requires you to be available Monday to Sunday 7am to 12am EST.

We have embarked on an Agent@Home remote work program. All employees are required to meet the Agent@Home program requirements and be able to attend your primary work location within two hours’ notice for any business-related purposes.

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).
• Satellite internet providers are prohibited and cannot be used due to the impact on call quality and the stability of service.

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 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 give meaning to data. You enjoy investigating complex problems, and making sense of information. You’re confident in your ability to communicate detailed information in an impactful way.
• You can demonstrate experience in a fraud prevention, loss prevention, or investigative role. You have working knowledge of PRM, TSYS, AS400 Image, Cardinal Commerce and COINS/ECIF.
• You live your values. You bring high standards, genuine care to your relationships, and want to grow with an employer that shares your values and brings out your best.

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]

• 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, Client Service, Communication, Credit Card Fraud, Customer Experience (CX), Outbound Calls, Work Collaboratively