[Hiring] Universal Fraud Agent @CIBC

Role Description

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.
• Use other banking channels to determine possible fraud or unusual activity while mitigating fraud losses to CIBC clients.
• 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 - The start date for this position is November 30th, 2026 (expected end date of November 26th, 2027) and is a full time temporary (fixed term) position for 12 months. Our Contact Centre is open from Monday to Sunday 7AM-12 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.

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 (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.

Qualifications

• Experience in COINS/ECIF, PRM, TSYS and CRS is an asset.
• Client-focused approach with a commitment to finding the right solutions.
• Strong attention to detail and critical thinking skills.
• Ability to take ownership and thrive in an empowered environment.
• Alignment with CIBC values: trust, teamwork, and accountability.

Requirements

• Identify suspected fraudulent activities using knowledge of risk management principles, policies and procedures.
• Use sound decision-making skills to react quickly to incoming calls/referrals.
• Collaborate with relevant areas within the Identity Theft Response Fraud Contact Center.
• Demonstrate ability to efficiently capture accurate information across multiple systems.

Benefits

• Competitive compensation.
• Banking benefit.
• Wellbeing support.
• Employee and family assistance programs.
• MomentMakers, our social, points-based recognition program.

Company Description

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 [email protected].

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 tests (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.