Associate Business Systems Analyst, Fraud Operation

CIBC•Toronto, ON

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. You’ll join CIBC’s Fraud Contact Centre team. As an Associate Business System Analyst, you will be responsible for investigating account transactions in order to determine possible fraud or unusual activity. You will take actions to mitigate losses on suspected fraudulent activity. You’ll maintain superior customer service level in dealing directly with both internal and external clients. Reconciliation Knowledge would be an asset in order to maintain accurate and consistent records. Ability to keep reports organized and up to date. Proficiency in creating daily summary reports using SharePoint and other relevant applications. Experience or familiarity with the chargeback process would be beneficial. At CIBC we enable the work environment most optimal for you to thrive in your role. To successfully perform the work, details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.

Requirements

Experience in Microsoft Excel
Experience in Microsoft Outlook
Experience in COINS/COLT
Experience in PRM
Experience in IBCS
Experience in CRS / ICBS
Ability to keep reports organized and up to date.
Proficiency in creating daily summary reports using SharePoint and other relevant applications.

Nice To Haves

Reconciliation Knowledge would be an asset in order to maintain accurate and consistent records.
Experience or familiarity with the chargeback process would be beneficial.

Responsibilities

Investigate account transactions to determine possible fraud or unusual activity.
Take actions to mitigate losses on suspected fraudulent activity.
Maintain superior customer service levels in dealing directly with both internal and external clients.
Keep reports organized and up to date.
Create daily summary reports using SharePoint and other relevant applications.
Identify suspected fraudulent activities using knowledge of risk management principles, policies and procedures to mitigate fraud and minimize losses to CIBC & Simplii Financial in an efficient and timely manner to meet productivity goals.
Analyze and investigate alerts to identify suspected fraud activities and take appropriate action based on standard procedures.
Provide effective customer service to CIBC customers by telephone, to convey factual information relating to suspected fraudulent activity where the issues may be sensitive or where potential conflict may exist, adhering to CIBC Privacy Policy at all times.
Interact directly with external CIBC clients by phone to understand issues and complaints relating to suspect or actual fraudulent activities, using standard processes to reach resolution.
Document resolutions and the decisions made by updating the relevant databases to ensure correct outcome for each file investigated and prioritized.
Work with NRM and CIBC / Simplii Financial partners to complete investigations to reach resolution when required.
Work with CIBC frontline employees to validate and gather required information on suspected fraud activities to reach resolution.

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