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Contact Center Representative

5 months ago

Quebec City, Canada CIBC Full time

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

**Job Description**:
What you'll be doing

As a member of CIBC’s Fraud Operation Contact Centre team, the Fraud Agent will 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 credit cards, 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._
- 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 August 7th. Our Contact Centre is open Monday - Sunday 12AM- 8AM. This is a full-time role, we’d like you to be flexible between these hours.

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 engage with your heart and mind. You care about people and respect different perspectives. You listen to and learn from the experiences of others.
- You give meaning to data. You enjoy investigating complex problems and making sense of information. You communicate detailed information in a meaningful way
- You’re goal oriented. You’re motivated by accomplishing your goals and delivering your best to make a difference.
- Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.
- You're fluent in French and English to support business operations outside of Québec, Canada.

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 compensation, incentive pay, banking benefits, a health benefits program, defined benefit pension plan, an employee share purchase plan and moment makers, our social, points-based recognition program
- Our spaces and technological toolkit will make it simple to bring together great minds to build 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

What you need to knowYou need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.

Job Location

Montreal-1155 Rene Levesque

Employment Type

Regular

Weekly Hours

37.5

Skills