Offices across Canada

Contact Centre Representative (Identity Theft Response)

Toronto, Ontario
Entry Level, Early Career, Full Time

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

Job Description

What You’ll Be Doing

You’ll work in the Fraud Contact Centre team. As an Identity Theft Response officer, you 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’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 (law enforcement, other financial institutions, etc.), as well as from our monitoring systems (Capstone, Falcon, Gemini & Hawk). Contact Centre business hours are from Monday to Sunday, 7:00AM – 12:00AM.  Start date for this position is October 17th, 2022.

How You’ll Succeed

  • Problem Solving - Determine the legitimacy of applications by contacting applicants, employers, branches, other financial institutions, credit bureaus, as well as gathering and analyzing documents for potential fraud. Conduct in depth and thorough investigations into possible fraud trends, potential fraudulent applications, cheques, payments and possible account takeovers referred or identified within, Falcon, or internal and external sources. Take appropriate action on any escalated complaints received from cardholders or other sources.

  • Product Knowledge - Provide recommendations on operational and system procedures that support early detection of fraud by being fully conversant with all VISA products, procedures and policies related to Fraud Detection to ensure that all duties are performed with up-to-date and approved methods. Use sound judgment and take appropriate actions in closing and declining VISA accounts and applications in order to prevent further losses and protect the integrity of the bank.

  • Influencing Skills - Provide recommendations on operational and system procedures that support early detection of fraud. Contribute to the enhancement of the team focus through participation in special projects, temporary assignments, meetings, and any additional activities delegated by management. 

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 in a fraud prevention, loss prevention, or investigative role. You have working knowledge of PRM, TSYS, AS400 Image 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, our people are our greatest asset. You’ll become part of a diverse community that acknowledges everyone’s unique talents, and empowers teams to do what’s right for the client, and to do it well. As part of our team, you will:

  • Thrive: Benefit from an open and approachable culture that provides the flexibility and support you need to integrate your life at work and at home

  • Connect: Work in a place where the right technology and infrastructure fosters innovation, collaboration and creativity

  • Develop: Grow your skills and career through our best-in-class onboarding experience, ongoing learning opportunities, individual development planning, and comprehensive product training

  • Prosper: Share in our collective success with a competitive salary, incentive pay, banking benefits, health benefits program, and employee share purchase plan

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.

Job Location

Toronto-750 Law Ave. W., WG

Employment Type


Weekly Hours



How to Apply