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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in fraud detection and resolution, utilizing analytical skills to investigate client transactions and mitigate losses. Proficient in delivering exceptional customer service while maintaining privacy and meeting productivity goals.
Highest-signal resume keywords
Fraud DetectionClient Transaction AnalysisBilingual in French and EnglishExperience with COINS/ECIF, PRM, TSYS, and CRSIndependent Work Capability
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Fraud InvestigationTransaction AnalysisFraud MitigationCustomer Profile ReviewDecision MakingProblem ResolutionData Analysis
Soft Skills
Customer ServiceAdaptabilityCommunication
Industry Keywords
Credit Card FraudDebit Card FraudAccount TakeoverScamsPaymentsService ExcellencePrivacy Protection
About the role
Key responsibilities & impact- Identify, analyze, and investigate client transactions involving credit cards and debit cards
- Use banking channels to identify possible fraud or unusual activity
- Mitigate fraud losses to CIBC clients
- Resolve complex or difficult issues involving Fraud Applications, Account Takeovers, Scams, and Payments
- Review customer profiles, transactions, and banking history
- Make timely decisions with limited or ambiguous information
- Identify, refer, and escalate fraud cases to Fraud Strategy, Corporate Security, Loss Management, Client Care, Ombudsman Office, and Intria
- Deliver service to external and internal customers in accordance with CIBC’s service-excellence vision
- Meet productivity goals while protecting CIBC and client privacy
Requirements
What you’ll need- Ability to work independently as an Agent@Home with a secure workspace in a room or office with a closing door
- Wired internet connection with minimum download speed of 15 Mbps and upload speed of 10 Mbps
- Satellite internet providers are prohibited
- Availability to work flexibly Monday to Sunday between 7:00 am and midnight
- Ability to attend the primary work location within two hours’ notice for business-related purposes
- Experience in COINS/ECIF, PRM, TSYS and CRS is an asset
- Fluent in French and English
- Legally eligible to work at the specified location and, where applicable, hold a valid work or study permit
- May be required to complete an attribute-based assessment, skills test, simulation, coding assessment, or French proficiency test
Benefits
Comp & perks- Competitive salary
- Incentive pay
- Banking benefits
- Benefits program
- Defined benefit pension plan
- Employee share purchase plan
- Vacation offering
- Wellbeing support
- MomentMakers social, points-based recognition program
- Paid Purpose Day off for growth and development
- Remote work through the Agent@Home program
- Opportunities for career growth and development
- Accessible candidate experience and accommodation support