Identity Theft Representative Remote Overnight ...

@ Lensa

About the Role

The Identity Theft Representative Remote Overnight Bilingual works in the Fraud Credit and Debit cards Contact Centre team at CIBC. In this permanent, full-time overnight position, you will ensure top-notch service for both external and internal customers by handling Fraud Applications, Account Takeovers, Convenience Cheques, and Payments.

Key Responsibilities

• Investigate suspected fraudulent activities using risk management principles.
• Analyze customer profiles, transactions and banking history to minimize loss.
• Collaborate with multiple internal teams to escalate complex fraud cases.
• Utilize systems such as COINS/ECIF, PRM, TSYS, and CRS.
• Ensure high call quality while working remotely under the Agent@Home program requirements.

Work Environment & Program Requirements

This role is principally remote under CIBC’s Agent@Home program. You must have a secure workspace with a wired internet connection meeting minimum speeds (15 mbps download, 10 mbps upload) and be available to report to your primary work location on short notice.

Who You Are

You are client-focused, detail oriented and a decisive problem-solver. Bilingual proficiency in French and English is required. Experience with systems like COINS/ECIF, PRM, TSYS, and CRS is an asset. You thrive on accountability and teamwork.

What CIBC Offers

CIBC values your strengths and ambitions, offering competitive salary, incentive pay, benefits, pension plans, employee share purchase plans and opportunities for personal growth through initiatives like Purpose Day.

Key skills/competency

• Fraud Investigation
• Risk Management
• Customer Service
• Call Center Operations
• Analytical Skills
• Decision Making
• COINS/ECIF
• PRM
• TSYS/CRS
• Bilingual Communication