Offices across Canada

Account Activity Fraud Agent - Bilingual

Montréal, Quebec
Full Time

What you'll be doing


As a member of CIBC’s Fraud Operation Contact Centre team, the Fraud Agent will 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.


We have embarked on an Agent@Home remote work program. All employees may 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 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 Monday the 15th of January 2024. Our Contact Centre is open Monday to Sunday, 7am to Midnight. 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

  • Client focused – engagement of clients that is focused on relationship building over the long term and encouraging client loyalty

  • Analysis – Exercise decision making skills while reviewing customer’s profiles, transactions, banking history and cheque images to minimize loss and protect CIBC and our client's 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 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 engage with your heart and mind. You care about people and respect different perspectives. You listen to and learn from the experiences of others.

  • You give meaning to data. You enjoy investigating complex problems and making sense of information. You communicate detailed information in a meaningful way

  • You’re goal oriented. You’re motivated by accomplishing your goals and delivering your best to make a difference.

  • 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 support business operations outside of Québec, Canada.



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

  • 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.

How to Apply