Fraud Contact Centre Representative

3 weeks ago

Regina, 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

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’ll work in Fraud Operations with the Credit Card Fraud Contact Centre team. As an Identity Theft Response officer, 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’ll use extensive analytical ability, resolve all complex 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.

You will assist clients with any identified fraudulent activities or scams on their credit card, identify their needs, and proactively suggest solutions and resolve issue.
- You can effectively perform all work activities _
- remotely, and_
- will only be required to be on-site on an occasional basis._

Start Date: February 12th, 2024

Availability: This is a full-time and shift oriented role. Our Contact Centre is open Monday to Sunday, 7:00 AM EST to 12:00 AM EST.

Kindly note, you must reside within 2 hours of our Regina office, 2412 11th Ave, to be considered for this opportunity.
- 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
- Client focused - engagement of clients that is focused on relationship building over the long term and encouraging client loyalty
- Problem solving - acts effectively by knowing how to obtain information required and uses one’s network to identify and solve for a problem or need
- Adaptable and Flexible - adjusts positively to change and new ways of completing tasks; demonstrates resiliency to change

Who You Are
- You are a bold and authentic leader. You’re passionate about developing and coaching to bring out the best in people. You have lead diverse, high preforming teams.
- You're passionate about people. You find meaning in relationships, and surround yourself with a diverse network of partners. You build trust through respect and authenticity.
- 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.
- You look beyond the moment. You make decisions and take actions that will make a difference today and tomorrow. You proactively seek new opportunities to define what's possible.
- 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 knowYou need to be legally eligible to w

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