Overnight Fraud Agent - Contact Centre

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 CIBC’s Fraud Operation Contact Centre team, the Fraud Agent will monitor client transactions and provide a wonderful client experience while mitigating fraud losses to CIBC & Simplii Financial customers. You'll identify, analyze and conduct investigations of client transactions through debit cards, ATMs, over the counter (OTC) deposits at branches and other banking channels to determine possible fraud or unusual activity.

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 in a private and quiet workspace (ie. in a room or office with a door that closes)
• 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.

The start date for this role is November 3rd, 2025. Our Contact Centre is open Monday to Sunday 9 PM-8 AM EST for a total of 37.5 hours per week. This is a full-time and shift-oriented role, we’d like you to be flexible between these hours including evenings, weekends, and holidays.

How you'll succeed

• Client focused – engagement of clients that is focused on relationship building over the long term and encouraging client loyalty
• Analysis – Exercise decision making skills while reviewing customer’s profiles, transactions, banking history and cheque images to minimize loss and protect CIBC and our client's privacy.
• Data Collection – 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.
• Collaboration – 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 teams to compile data, complete investigation, reach resolution and share best practices.

Who You Are

• 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 give meaning to data. You enjoy investigating complex problems and making sense of information. You're confident in your ability to communicate detailed information in an impactful way.
• You embrace and champion change. You'll continuously evolve your thinking and the way you work to deliver your best.
• You're driven by collective success. You know that collaboration can transform a good idea into a great one. You understand the power of an inclusive team that enjoys working together to bring a shared vision to life.
• 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 aspire to give you a career, rather than just a paycheck.

• We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, 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.

• We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.

*Subject to plan and 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

• 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 tests (such as simulation, coding, French proficiency, MS Office). 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.

Job Location

Regina-2412 11th Ave

Employment Type

Regular

Weekly Hours

37.5

Skills

Call Center, Client Service, Communication, Credit Card Fraud, Customer Experience (CX), Outbound Calls, Work Collaboratively