Account Open Analyst

CIBC•Toronto, ON

3d•Remote

About The Position

As a member of CIBC’s Fraud Operation Contact Centre team, the Fraud Agent will monitor client transactions and provide a wonderful client experience while mitigating fraud losses to CIBC & Simplii Financial customers. The Account Open Analyst, Fraud Controls role will be responsible for identifying, analyzing and conducting investigations of account open applications for banking products (Debit, Credit and Simplii) in order to determine possible true name fraud applications. Using your strong analytical skills, you will take appropriate actions to mitigate losses on suspected fraudulent account open applications. You will maintain superior customer service level in dealing directly with both internal and external clients. You will also be responsible for investigating the more complex fraud cases as well as supporting the Account Open analysts with inquiries and referrals. 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. Our team opens Monday to Sunday from 7:00 AM to 8:00 PM EST. This is a full-time and shift-oriented role and we’d like you to be flexible between these hours, which include evenings and weekends. CIBC is transitioning to an Agent@Home model, for this role you will be required to work from home. The expectation and details will be confirmed if you move through the recruitment process. Even though this role is a remote position, the expectation is that you must be able to attend your primary CIBC location within two hours upon request (e.g. technology/service outages, Business Contingency Planning, team meetings, celebration, events, etc.) 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 (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)

Requirements

Experience in COINS/ECIF, PRM, RCM, Netquery and Webview.
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 (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).
Legally eligible to work at the specified location(s) and, where applicable, must have a valid work or study permit.
Ability to attend primary CIBC location within two hours upon request (e.g. technology/service outages, Business Contingency Planning, team meetings, celebration, events, etc.).

Nice To Haves

Call Center

Responsibilities

Identifying, analyzing and conducting investigations of account open applications for banking products (Debit, Credit and Simplii) in order to determine possible true name fraud applications.
Taking appropriate actions to mitigate losses on suspected fraudulent account open applications.
Maintaining superior customer service level in dealing directly with both internal and external clients.
Investigating more complex fraud cases.
Supporting the Account Open analysts with inquiries and referrals.
Exercising decision making skills while reviewing customer’s profiles, transactions, banking history and cheque images to minimize loss and protect CIBC and our clients privacy.
Interacting directly with CIBC clients, branches and other stakeholders via telephone to communicate information relating to suspected fraudulent activity.
Developing and maintaining relationships with CIBC partners and other Client Account Management (CAM) teams to compile data, complete investigations, reach resolutions, and share best practices.
Compiling data and investigating alerts/referrals to make recommendations and take appropriate action.
Accurately documenting all actions taken including the resolution reached and the decision made by updating the appropriate databases for each file investigated.
Navigating and focusing on multiple software applications and dual monitors easily.
Effectively completing client requests, understanding that the client’s time is valuable.
Utilizing strong knowledge of CIBC systems and products to allow quick resolution of problems.