Account Activity Fraud Agent
Greater Toronto Area
Toronto Refugee Hiring Event – CIBC /
Hybrid
This position is exclusively for the 2025 Toronto Refugee Hiring Event. To be eligible to apply, you must meet the following criteria:
- Arrived in Canada as a refugee (government or private sponsorship), applied for asylum after arriving in Canada (refugee claimant/asylum seeker), or were forcibly displaced. This includes individuals from countries such as Ukraine, Afghanistan, Iran, and others.
- Currently reside in the Greater Toronto Area or near the Greater Toronto Area.
- You can attend the event in person in Toronto on October 17th.
- Eligible to work in Canada (you must have Permanent Residency, Citizenship, or a valid work permit).
- 18 years of age or older.
Please read the job description carefully and only apply if you meet the eligibility criteria for the position.
You'll be joining CIBC's Fraud Contact Centre. As a Fraud Agent you'll monitor client transaction 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. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.
Our Contact Centre is open Monday to Sunday, 7:00 AM - 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.
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.
How You’ll Succeed
- Analysis – Exercise decision making skills while reviewing customer’s profiles, transactions, banking history and cheque images to minimize loss and protect CIBC and our clients 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 Client Account Management (CAM) teams to compile data, complete investigation, reach resolution and share best practices
Who You Are
- You can demonstrate experience in COINS/ECIF, PRM, RCM, Netquery and Webview.
- 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
The Toronto Refugee Hiring Event Team will review applications and select the most qualified candidates for the positions. Please note that submitting an application does not guarantee an interview.
