Analyst, Credit Card Fraud Investigations - Bilingual

CIBC•Montreal, QC

2d•Hybrid

About The Position

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. Using 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 (Compass, prm). Fraud Detection Specialists are responsible for ensuring the delivery of service to both external and internal clients consistent with CIBC’s vision of winning client loyalty through service excellence. 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. This position requires you to be available Monday to Sunday 7am to 12am. CIBC has embarked on an Agent@Home remote work program and all employees may be given the opportunity to work from home, if you can meet the Agent@Home program requirements. The expectation is that you must be able to attend your primary CIBC location within two hours upon request. 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). Satellite internet providers are prohibited and cannot be used due to the impact on call quality and the stability of service.

Requirements

You are fluent in French and English to serve our clients in the community.
Call Center
Client Service
Communication
Credit Card Fraud
Customer Experience (CX)
Outbound Calls
Work Collaboratively

Responsibilities

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 actions in closing and declining VISA Mastercard accounts and applications in order to prevent further losses and protect the integrity of the bank.
Maintain the confidentiality of departmental and investigative procedures and of internal and external information received or shared.
Analyze information on cases generated by monitoring systems. This will entail making outbound calls to card holders to determine the legitimacy of applications, transactions and to verify a cardholder’s identity.

Benefits

competitive salary
incentive pay
banking benefits
a benefits program
defined benefit pension plan
an employee share purchase plan
a vacation offering
wellbeing support
MomentMakers, our social, points-based recognition program
Purpose Day; a paid day off dedicated for you to use to invest in your growth and development