Job Description

We\xe2\x80\x99re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what\xe2\x80\x99s 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

As an Identity Theft Response officer, you will work in the Fraud Credit Cards Contact Centre team. You will be responsible for ensuring the delivery of service to both external and internal customers consistent with CIBC\xe2\x80\x99s vision of winning customer loyalty through service excellence. You\xe2\x80\x99ll use extensive analytical ability, resolve all complex or difficult 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.

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.

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\xe2\x80\x99 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.

The start date for this role is October 30, 2023. Our Contact Centre is open Monday \xe2\x80\x93 Sunday 7AM \xe2\x80\x93 12AM. This is a full-time role, we\xe2\x80\x99d like you to be flexible between these hours.

How you\'ll succeed

Client focused \xe2\x80\x93 engagement of clients that is focused on relationship building over the long term and encouraging client loyalty

Analysis \xe2\x80\x93 Exercise decision making skills while reviewing customer\xe2\x80\x99s profiles, transactions, banking history and cheque images to minimize loss and protect CIBC and our client\'s privacy.

Data Collection \xe2\x80\x93 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 \xe2\x80\x93 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\xe2\x80\x99s 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\xe2\x80\x99re goal oriented. You\xe2\x80\x99re 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 Qu\xc3\xa9bec, 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 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

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.

Job Location Mont-1155 Rene Levesque 7th

Employment Type Regular

Weekly Hours 37.5

Skills

CIBC