[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, 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:

• 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.

Please note that the start date is January 25th, 2026 and it's a full time permanent position. Our Contact Centre is open Monday to Sunday, 7:00 am to midnight. We’d like for you to be flexible between these hours.

Qualifications

• Experience in COINS/ECIF, PRM, TSYS and CRS is an asset.
• Fluent in French and English to serve our clients in the community.

Requirements

• Identify suspected fraudulent activities using knowledge of risk management principles, policies and procedures to mitigate fraud and minimize losses to CIBC.
• Use sound decision making skills to react quickly to incoming calls/referrals and make sound decisions in situations where limited information/ambiguity exists.
• Identify, refer and escalate different types of fraud to relevant areas within the Fraud Contact Center.

Benefits

• Competitive salary and incentive pay.
• Banking benefits and a benefits program.
• Defined benefit pension plan.
• Employee share purchase plan.
• Vacation offering and wellbeing support.
• MomentMakers, our social, points-based recognition program.
• Purpose Day; a paid day off dedicated for you to invest in your growth and development.

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 test (such as simulation, coding, French proficiency).