Universal Fraud Agent, Overnight, Remote - Bilingual

Canadian Imperial Bank of Commerce

1d•Remote

About The Position

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. You will use other banking channels to determine possible fraud or unusual activity while mitigating fraud losses to CIBC clients. You’ll use 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 as well as from our monitoring systems.

Requirements

Experience in COINS/ECIF, PRM, TSYS and CRS is an asset.
Put clients first.
Engage with purpose to find the right solutions.
Go the extra mile, because it's the right thing to do.
Understand that success is in the details.
Notice things that others don't.
Critical thinking skills help to inform decision making.
Act like an owner.
Thrive when empowered to take the lead, go above and beyond and deliver results.
Values matter.
Bring your real self to work and live our values – trust, teamwork and accountability.
Fluent in French and English to serve our clients in the community.
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.
Legally eligible to work at the location(s) specified and, where applicable, must have a valid work or study permit.
May be asked to complete an attribute-based assessment and other skills test (such as simulation, coding, French proficiency).

Nice To Haves

Experience in COINS/ECIF, PRM, TSYS and CRS

Responsibilities

Identify suspected fraudulent activities using knowledge of risk management principles, policies and procedures to mitigate fraud and minimize losses to CIBC & in an efficient and timely manner to meet productivity goals.
Use sound decision making skills to react quickly to incoming calls/referrals and make sound decisions in situations where limited information/ambiguity exists including reviewing customer’s profiles, transactions and banking history to minimize exposure to loss, and protect CIBC and our clients privacy.
Identify, refer and escalate different types of fraud to relevant areas within the Identity Theft Response Fraud Contact Center to, Fraud Strategy, Corporate Security, Loss Management, Client Care, Ombudsman Office, VISA, and Intria) to be effectively investigated and resolved.

Benefits

Competitive salary
Incentive pay
Banking benefits
Benefits program
Defined benefit pension plan
Employee share purchase plan
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.