Universal Fraud Agent, Remote - Bilingual

CIBC; Montreal; Remote; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive salary

Incentive pay

Benefits program

Pension plan

Employee share plan

Vacation

Wellbeing support

Job summary

CIBC is seeking a Fraud Agent to join our Fraud Contact Centre in Montreal. You will identify and investigate card fraud, analyze transactions, and coordinate with teams to mitigate losses while delivering service excellence. You will work within a remote-friendly program with occasional on-site requirements.

Fluency in French and English is required, and you’ll thrive on strong analytical thinking, attention to detail, and customer-focused service.

Qualifications

• Experience identifying suspected fraudulent activity using risk management principles.
• Ability to analyze customer profiles and transactions to minimize losses.
• Excellent communication and collaboration with cross-functional teams.

Responsibilities

• Identify suspected fraudulent activities and mitigate losses.
• Analyze customer transactions and profiles to inform decisions.
• Escalate and refer fraud cases to appropriate teams for resolution.

Skills

Bilingual - French/English

Fraud analysis

Card transactions knowledge

Risk management

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, Scams, and Payments referred by other areas of CIBC or other external sources as well as from our monitoring systems. 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: You reside within a 2 hour radius of the CIBC Tower in Downtown Montreal 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. Please note that the start date is January 25th, 2027 and it's a full time permanent position. A quick note on your availability –our Contact Centre is open Monday to Sunday, 7:00 am to midnight. We’d like for you to be flexible between these hours.

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 customer’s profiles, transactions and banking history to minimize exposure to loss, and protect CIBC and our clients privacy
• Collaboration – Identify, refer and escalation different types of fraud to relevant areas within the Fraud Contact Center to, Fraud Strategy, Corporate Security, Loss Management, Client Care, Ombudsman Office, 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 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. 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 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 Mont-1155 Rene Levesque 7th Employment Type Regular Weekly Hours 37.5 Skills Call Center, Communication, Customer Experience (CX), Teamwork At CIBC, we are in business to help our clients, employees and shareholders achieve what is important to them. Our ability to create value for all CIBC stakeholders is driven by a business culture based on common values: Trust, Teamwork and Accountability. Working with CIBC makes you a part of a work environment committed to our clients, employees and communities - a place where you can excel. Every day, our 48,000 employees help our clients achieve their financial goals, because what matters to our clients, matters to us.