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CIBC

Universal Fraud Agent, Remote - Bilingual

Montreal, QC, Canada

Job type: Full-time
Apply by: Oct 30, 2026
Posting language: English
Posted: Sep 24, 2026

Apply About employer

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Original job description

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 CIBC.com

What you'll be doing 

As a member of the Fraud Contact Centre team, a Fraud Agent 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 will identify, analyze and conduct investigations of client transactions through credit cards and debit cards. You will use other banking channels to determine possible fraud or unusual activity while mitigating fraud losses to CIBC clients. You’ll use extensive analytical ability, resolve all complex or difficult problems relating to Fraud Applications, Account Takeovers, Scams, 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. You can effectively perform all work activities remotely, and will only be required to be on-site on an occasional basis.

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’ notice for any business-related purposes.

Agent@Home Program Requirements:

Ability to work independently as an Agent@Home with a secure workspace, in a room or office with a door that closes it off from noises and distractions.
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.

Please note that the start date is December 7th, 2026 and it's a full time permanent position. A quick note on your availability – our Contact Centre is open Monday to Sunday, 7:00 am to midnight. We’d like for you to be flexible between these hours.

How you'll succeed 

Investigation- Identify suspected fraudulent activities using knowledge of risk management principles, policies and procedures to mitigate fraud and minimize losses to CIBC & in an efficient and timely manner to meet productivity goals.
Analysis – Use sound decision making skills to react quickly to incoming calls/referrals and make sound decisions in situations where limited information/ambiguity exists including reviewing customer’s profiles, transactions and banking history to minimize exposure to loss, and protect CIBC and our clients privacy
Collaboration – Identify, refer and escalate different types of fraud to relevant areas within the Fraud Contact Center to, Fraud Strategy, Corporate Security, Loss Management, Client Care, Ombudsman Office, and Intria, to be effectively investigated and resolved.

Who you are 

You can demonstrate experience in COINS/ECIF, PRM, TSYS and CRS is an asset.
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
You're fluent in French and English to serve our clients in the community.

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 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 Mailbox.careers-carrieres@cibc.com
CIBC is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.
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.
We may ask you to complete an attribute-based assessment and other skills test (such as simulation, coding, French proficiency).
We use artificial intelligence tools during the recruitment process. Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.

Job Location

Mont-1155 Rene Levesque 7th

Employment Type

Regular

Weekly Hours

37.5

Skills

Call Center, Communication, Customer Experience (CX), Teamwork

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More about this job

Responsibilities

The Fraud Agent is responsible for identifying, analyzing, and investigating fraudulent transactions across credit and debit cards to mitigate losses. They must effectively resolve complex fraud-related issues while maintaining service excellence and collaborating with internal security and strategy teams.

Requirements

Candidates must be fluent in both French and English and possess strong analytical and decision-making skills. The role requires the ability to work independently in a secure, distraction-free home office environment with a high-speed wired internet connection.

Skills

Fraud investigation
Risk management
Analytical ability
Decision making
Customer service
Communication
French proficiency
English proficiency
Problem solving
Collaboration
Attention to detail
Critical thinking

Benefits

Competitive salary
Incentive pay
Banking benefits
Benefits program
Defined benefit pension plan
Employee share purchase plan
Vacation offering
Wellbeing support
MomentMakers recognition program
Purpose Day

Visa sponsorship

Not detected in the job text

Keywords

Fraud
Risk management
Banking
COINS
ECIF
PRM
TSYS
CRS
Contact center
Investigation
Account takeover
Payments
Remote work
Agent@Home
Customer loyalty
Data analysis
Security
Loss management

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