Universal Fraud Agent - Remote (12 Month Contract)

Canadian Imperial Bank of Commerce; Fredericton; Hybrid; CAD 45,000 - 63,000; Full time

Job summary

A leading North American bank is seeking a Fraud Agent to join their Fraud Contact Centre team in Fredericton. The role involves identifying and investigating suspicious transactions, ensuring excellent service to clients, and collaborating with various teams to mitigate fraud. Candidates should possess strong analytical skills, experience in client services, and be fluent in both French and English. This is a full-time temporary position with remote work opportunities, making it an ideal role for professionals committed to client success.

Benefits

Competitive compensation

Banking benefits

Wellbeing support

Employee assistance programs

Qualifications

• Proficiency in fraud detection methodologies.
• Fluency in both French and English.
• Ability to analyze complex customer data for fraud.

Responsibilities

• Identify suspected fraudulent activities using risk management skills.
• Analyze customer profiles and transactions promptly.
• Collaborate with different teams to escalate fraud cases.

Skills

Call Center

Client Service

Communication

Credit Card Fraud

Customer Experience (CX)

Outbound Calls

Work Collaboratively

Tools

COINS/ECIF

PRM

TSYS

CRS

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 the Fraud Contact Centre team, a Fraud Agent will be responsible for ensuring the delivery of service to both external and internal customers consistent with CIBC’s vision of winning customer loyalty through service excellence. You will identify, analyze and conduct investigations of client transactions through credit cards and debit cards. You will use other banking channels to determine possible fraud or unusual activity while mitigating fraud losses to CIBC clients. You’ll use extensive analytical ability, resolve all complex or difficult problems relating to Fraud Applications, Account Takeovers, Convenience Cheques, and Payments referred by other areas of CIBC or other external sources as well as from our monitoring systems.

Please note that the start date for this position is February 02, 2026 (expected end date of January 29, 2027) and is a full time temporary (fixed term) position. Our Contact Centre is open from Monday to Sunday, 7:00 AM to 12:00 AM EST. We’d like for you to be available and flexible between these hours.

At CIBC we enable the work environment most optimal for you to thrive in your role. You can effectively perform all work activities remotely, and will only be required to be on-site on an occasional basis.

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 15mbps and upload speed of 10mbps).
• 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

• Investigation- 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.
• Analysis – Use sound decision making skills to react quickly to incoming calls/referrals and make sound decisions in situations where limited information/ambiguity exists including reviewing customers’ profiles, transactions and banking history to minimize exposure to loss, and protect CIBC and our clients privacy.
• Collaboration – Identify, refer and escalate different types of fraud to relevant areas within the Identity Theft Response Fraud Contact Center to, Fraud Strategy, Corporate Security, Loss Management, Client Care, Ombudsman Office, VISA, and Intria) to be effectively investigated and resolved.

Who you are

• You can demonstrate experience in COINS/ECIF, PRM, TSYS and CRS is an asset.
• 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.
• You're fluent in French and English to serve our clients in the community.

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 work to recognize you in meaningful, personalized ways including a competitive compensation, a banking benefit*, wellbeing support and additional offers such as employee and family assistance programs 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.

*Subject to 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.

Expected End Date

2027-01-29

Job Location

Fredericton-440 King,King Place 4th Floor

Employment Type

Temporary (Fixed Term)

Weekly Hours

37.5

Skills

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