CIBC

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

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.)

The start date for this role is June 3rd, 2024.

Our Contact Centre business hours are from Monday to Sunday, 7:00AM – 12:00AM. This is a full time and shift oriented role. We would like for you to be flexible between these hours

Kindly note, you must reside within 2 hours of our Toronto office, 750 Lawrence Ave, to be considered for this opportunity. You will remain working onsite until further notice. In the event you are provided the opportunity to work from home, the below requirements are mandatory for our Agent @ Home program.

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 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 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

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 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, 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 Mailbox.careers-carrieres@cibc.com

• 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.