Universal Fraud Agent, Overnight, Remote

What you'll be doing

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.

Please note that the start date is August 17th, 2026 and it is a full time Overnight permanent position. A quick note on your availability– our Contact Centre is open Monday to Sunday, midnight to 8:00 am. We’d like for you to be flexible between these hours.

At CIBC we enable the work environment most optimal for you to thrive in your role. You can effectively perform all work activities remotely, and will only be required to be on-site on an occasional basis.

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

How you'll succeed

• Investigation- 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.

• Analysis – 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

• Collaboration – 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.

Who you are

• You can demonstrate experience in COINS/ECIF, PRM, TSYS and CRS is an asset.

• You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it's the right thing to do.

• You understand that success is in the details. You notice things that others don't. Your critical thinking skills help to inform your decision making

• You act like an owner. You thrive when you're empowered to take the lead, go above and beyond and deliver results

• Values matter to you. You bring your real self to work and you live our values – trust, teamwork and accountability