Offer summary

Qualifications:

Strong communication skills and ability to handle customer inquiries., Educational background in banking, finance, or related fields preferred., Experience in fraud detection, investigation, or customer service is advantageous., Ability to work independently in a remote environment with reliable internet connection..

Key responsibilities:

Answer incoming calls from credit card clients and transfer calls as needed.

Identify, analyze, and investigate potential fraud or unusual activity on credit accounts.

Ensure high-quality customer service and maintain client relationships.

Document investigation outcomes and communicate findings to relevant stakeholders.

Job description

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

Join our Contact Centre team as a Fraud Agent in our Credit Cards Department and make a real difference for our clients. You will answer to incoming calls from our Visa or Mastercard credit cards clients as well as calls transferred from other departments. You 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 other banking channels to determine possible fraud or unusual activity while mitigating fraud losses to CIBC & Simplii clients.

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.

Please note, there are two start dates for this role:

- October 27th, 2025 (expected end date of October 23rd, 2026)

- November 3rd, 2025 (expected end date of October 30th, 2026)

Our Contact Centre is open Monday to Sunday, 7:00 AM EST to 12:00 AM EST. 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
Problem solving – Exercise decision making skills while reviewing customer’s profiles, transactions, and banking history to minimize loss and protect CIBC and our clients privacy. Accurately document all actions taken including resolution reached and the decisions made by updating the appropriate databases for each file investigated.
Adaptable and Flexible - adjusts positively to change and new ways of completing tasks; demonstrates resiliency to change
Influencing Skills –Interact directly with CIBC & Simplii clients, banking centres and other stakeholders via telephone to communicate information relating to suspected fraudulent activities. Develop and maintain relationships with CIBC partners 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 in order 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 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
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.