Analyst, Fraud Controls

CIBC; Toronto; Hybrid; CAD 60,000 - 85,000; Full time

Job summary

CIBC is seeking an Analyst, Fraud Controls in Toronto to identify and investigate client transaction activity for possible fraud, mitigate losses, and maintain exceptional service. The role supports agent-based and client-focused processes within a hybrid work setup, requiring on-site presence 1–3 days per week and availability across Monday–Sunday hours.

The successful candidate will review alerts, collaborate with CAM teams, and document outcomes with attention to privacy and accuracy.

Qualifications

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

Responsibilities

• Identify, analyze and investigate client transaction activity to detect fraud.
• Mitigate losses while maintaining high levels of customer service.
• Document actions and decisions in databases and case files.
• Collaborate with branches, CAM teams, and clients to resolve investigations.

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

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 8am to 12am.

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.

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]

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

CIBC offers innovative financial products and services designed to empower clients in achieving their goals through a commitment to trust, teamwork, and accountability.

Banking Credit Intermediation Financial Services

Company size 10,001+ employees

Company type Public company

Total funding $3B Post IPO Debt