Analyst, Fraud Controls

CIBC • Toronto, ON

8d • Hybrid

About The Position

Analyst, Fraud Controls will be responsible for identifying, analyzing and conducting investigations of client transaction activity in order to determine possible fraud or unusual activity. Using your strong analytical skills, you will take appropriate actions to mitigate losses on suspected fraudulent activity. You will maintain superior customer service level in dealing directly with both internal and external clients. You will be responsible for IDCF (Debit card transaction Alerts).
At CIBC we enable the work environment most optimal for you to thrive in your role. You’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 1-3 days per week on-site, while other days will be remote.
This position requires you to be available Monday to Sunday 8am to 12am.
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 (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

• Demonstrate experience in a fraud prevention, loss prevention, or investigative role.
• Working knowledge of PRM, TSYS, AS400 Image, Cardinal Commerce and COINS/ECIF.
• 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).
• Call Center
• Client Service
• Communication
• Credit Card Fraud
• Customer Experience (CX)
• Outbound Calls
• Work Collaboratively

Responsibilities

• Identifying, analyzing and conducting investigations of client transaction activity in order to determine possible fraud or unusual activity.
• Taking appropriate actions to mitigate losses on suspected fraudulent activity.
• Maintaining superior customer service level in dealing directly with both internal and external clients.
• Responsible for IDCF (Debit card transaction Alerts).
• Exercise decision making skills while reviewing customer’s profiles, transactions, banking history and cheque images to minimize loss and protect CIBC and our clients privacy.
• Compile data and investigate alerts/referrals to make recommendations and take appropriate action.
• Accurately document all actions taken including the resolution reached and the decision made by updating the appropriate databases for each file investigated.
• Interact directly with CIBC clients, branches and other stakeholders via telephone to communicate information relating to suspected fraudulent activity.
• Develop and maintain relationships with CIBC partners and other Client Account Management (CAM) teams to compile data, complete investigation, reach resolution and share best practices.

Benefits

• incentive pay
• banking benefits
• a benefits program
• defined benefit pension plan
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed