Associate Business Systems Analyst, Fraud Operation

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

You’ll join CIBC’s Fraud Contact Centre team. As an Associate Business System Analyst, you will be responsible for investigating account transactions in order to determine possible fraud or unusual activity. You will take actions to mitigate losses on suspected fraudulent activity. You’ll maintain superior customer service level in dealing directly with both internal and external clients. Reconciliation Knowledge would be an asset in order to maintain accurate and consistent records. Ability to keep reports organized and up to date. Proficiency in creating daily summary reports using SharePoint and other relevant applications. Experience or familiarity with the chargeback process would be beneficial.

At CIBC we enable the work environment most optimal for you to thrive in your role. To successfully perform the work, details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.

How you’ll succeed

• Fraud Monitoring - Identify suspected fraudulent activities using knowledge of risk management principles, policies and procedures to mitigate fraud and minimize losses to CIBC & Simplii Financial in an efficient and timely manner to meet productivity goals. Analyze and investigate alerts to identify suspected fraud activities and take appropriate action based on standard procedures.

• Client Engagement - Provide effective customer service to CIBC customers by telephone, to convey factual information relating to suspected fraudulent activity where the issues may be sensitive or where potential conflict may exist, adhering to CIBC Privacy Policy at all times. Interact directly with external CIBC clients by phone to understand issues and complaints relating to suspect or actual fraudulent activities, using standard processes to reach resolution.

• Reporting - Document resolutions and the decisions made by updating the relevant databases to ensure correct outcome for each file investigated and prioritized.

• Relationship Building - Work with NRM and CIBC / Simplii Financial partners to complete investigations to reach resolution when required. Work with CIBC frontline employees to validate and gather required information on suspected fraud activities to reach resolution.

Who you are

• You act like an owner. You thrive when you're empowered to take the lead, go above and beyond, and deliver results.

• Your influence makes an impact. You know that relationships and networks are essential to success.

• You inspire outcomes by making yourself heard.

• 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 can demonstrate experience in Microsoft Excel, Microsoft Outlook, COINS/COLT, PRM, IBCS, CRS / ICBS.

• 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 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 [email protected]

• 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

Toronto-750 Law Ave. W., E6

Employment Type

Regular

Weekly Hours

37.5

Skills

Business, Problem Solving