Universal Fraud Agent, Remote (12 Month Contract)

Job summary

The Fraud Agent is responsible for identifying, analyzing, and investigating client transactions to mitigate fraud losses across various banking channels. They must resolve complex fraud-related issues while maintaining service excellence and collaborating with internal security and strategy teams.

Job details

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. To learn more about CIBC, please visit CIBC.com 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 - The start date for this position is December 7th, 2026 (expected end date of December 6th, 2027) and is a full time temporary (fixed term) position for 12 months. Our Contact Centre is open from Monday to Sunday 7AM-12 AM EST. We’d like for you to be available and 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. Multitasking Efficiency – Demonstrate ability to efficiently capture accurate information across multiple systems while engaging with clients. Maintain effective communication and ensure seamless service delivery in fast-paced environment. 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. What CIBC Offers At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We work to recognize you in meaningful, personalized ways including a competitive compensation, a banking benefit*, wellbeing support and additional offers such as employee and family assistance programs and MomentMakers, our social, points-based recognition program. Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients. *Subject to program terms and conditions What you need to know CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact Mailbox.careers-carrieres@cibc.com CIBC is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit We may ask you to complete an attribute-based assessment and other skills test (such as simulation, coding, French proficiency). We use artificial intelligence tools during the recruitment process. Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us. Expected End Date 2027-12-06 Job Location Regina-2412 11th Ave Employment Type Temporary (Fixed Term) Weekly Hours 37.5 Skills Call Center, Client Service, Communication, Credit Card Fraud, Customer Experience (CX), Outbound Calls, Work Collaboratively

What you’ll do

The Fraud Agent is responsible for identifying, analyzing, and investigating client transactions to mitigate fraud losses across various banking channels. They must resolve complex fraud-related issues while maintaining service excellence and collaborating with internal security and strategy teams.

Requirements

Candidates must be able to work independently in a secure, noise-free home office with a wired high-speed internet connection. Proficiency in banking systems and a strong background in risk management and analytical decision-making are highly valued.

Benefits

• Competitive compensation • Banking benefit • Wellbeing support • Employee and family assistance programs • MomentMakers social points-based recognition program

Listed skills

• Customer service · Preferred
• Problem solving · Preferred
• Attention to detail · Preferred
• Risk Management · Preferred
• Decision Making · Preferred
• Communication · Preferred
• Multitasking · Preferred
• Critical Thinking · Preferred
• Data entry · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Fraud investigation
• Risk management
• Analytical ability
• Decision making
• Customer service
• Multitasking
• Communication
• Conflict resolution
• Banking systems
• Identity theft response
• Loss management
• Data entry
• Problem solving
• Attention to detail
• Critical thinking
• Outbound Calls
• Credit Card Fraud
• Accountability
• Effective Communication
• Analytical Skills
• Artificial Intelligence
• Management
• Call Center Experience
• Decision Making
• Customer Service
• Corporate Security
• Critical Thinking
• Loyalty Programs
• French Language
• Innovation
• Risk Management
• Response Rate
• Investigation
• Teamwork

Job areas

• Finance & Accounting
• Customer Service & Support
• Security & Safety
• Fraud Agent
• Risk Manager
• Management and Organization Analysts
• Financial Risk Specialists