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    Contact Centre Representative - Toronto, Canada - CIBC

    CIBC
    CIBC Toronto, Canada

    1 week ago

    CIBC background
    Temps plein
    Description

    Nous bâtissons une banque axée sur les relations pour un monde moderne. Nous recrutons des professionnels talentueux et passionnés qui ont à cœur de faire ce qu'il faut pour nos clients.

    À la Banque CIBC, nous misons sur vos forces et vos ambitions pour vous donner le pouvoir d'agir. Les membres de notre équipe disposent de ce dont ils ont besoin pour apporter une contribution significative et être valorisés, à la fois pour ce qu'ils sont et ce qu'ils font.

    Pour en savoir plus sur la Banque CIBC, visitez le site .

    What You'll Be Doing

    You'll work in the Fraud Contact Centre team. As an Identity Theft Response officer, you 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'll 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 (law enforcement, other financial institutions, etc.)

    The start date for this role is June 3rd, 2024.

    Our Contact Centre business hours are from Monday to Sunday, 7:00AM – 12:00AM. This is a full time and shift oriented role. We would like for you to be flexible between these hours

    Kindly note, you must reside within 2 hours of our Toronto office, 750 Lawrence Ave, to be considered for this opportunity. Y ou will remain working onsite until further notice . In the event you are provided the opportunity to work from home, the below requirements are mandatory for our Agent @ Home program.

    We have embarked on an remote work program. All employees are required to meet the 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 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

    • How You'll Succeed

  • Problem Solving - Determine the legitimacy of applications by contacting applicants, employers, branches, other financial institutions, credit bureaus, as well as gathering and analyzing documents for potential fraud. Conduct in depth and thorough investigations into possible fraud trends, potential fraudulent applications, cheques, payments and possible account takeovers referred or identified within internal and external sources. Take appropriate action on any escalated complaints received from cardholders or other sources.
  • Product Knowledge - Provide recommendations on operational and system procedures that support early detection of fraud by being fully conversant with all VISA products, procedures and policies related to Fraud Detection to ensure that all duties are performed with up-to-date and approved methods. Use sound judgment and take appropriate actions in closing and declining VISA accounts and applications in order to prevent further losses and protect the integrity of the bank.
  • Influencing Skills - Provide recommendations on operational and system procedures that support early detection of fraud. Contribute to the enhancement of the team focus through participation in special projects, temporary assignments, meetings, and any additional activities delegated by management.

    • Who You Are

  • 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 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 in a fraud prevention, loss prevention, or investigative role. You have working knowledge of PRM, TSYS, AS400 Image and COINS/ECIF.
  • Values matter to you . You bring your real self to work and you live our values - trust, teamwork, and accountability.

    • Ce que la Banque CIBC vous offre

    À la Banque CIBC, vos objectifs sont une priorité. En fonction de vos forces et de vos ambitions en tant qu'employé, nous nous efforçons de créer des occasions qui vous permettront d'exploiter votre potentiel. Notre objectif est de vous offrir une carrière, pas uniquement un chèque de paie.

  • Nous nous efforçons de vous récompenser de façon personnalisée et pertinente, notamment en vous offrant un salaire concurrentiel, une rémunération au rendement, des avantages bancaires, l'adhésion à un programme d'avantages sociaux*, à un régime de retraite à prestations déterminées* et à un régime d'achat d'actions par les employés, des vacances, du soutien pour votre bien-être et Créateur de moments, notre programme social de reconnaissance basé sur des points.
  • Grâce à nos espaces et à nos outils technologiques, il devient facile de réunir les grands esprits pour créer des solutions novatrices qui améliorent les choses pour nos clients.
  • Nous favorisons une culture qui encourage l'expression de vos ambitions au moyen d'initiatives comme la journée Raison d'être, une journée de congé payé dont vous pouvez profiter pour investir dans votre croissance et votre perfectionnement.

    • Sous réserve des modalités du régime et du programme

    Ce que vous devez savoir

  • La Banque CIBC s'est engagée à créer un milieu de travail intégrateur où tous les membres de l'équipe et les clients se sentent à leur place. Nous recherchons des candidats dotés d'un large éventail de compétences et offrons une expérience accessible aux candidats. Si vous avez besoin d'une solution d'adaptation, écrivez à .
  • Vous devez être légalement admissible à travailler au Canada dans les lieux précisés ci-dessus et, s'il y a lieu, détenir un permis de travail ou d'études valide.
  • Nous pourrions vous demander de remplir une évaluation fondée sur les attributs et d'autres tests de compétences (comme la simulation, la programmation, la maîtrise du français, MS Office). Notre objectif pour le processus de demande est d'en apprendre davantage sur vous et sur tout ce que vous avez à offrir, et de vous donner l'occasion d'en apprendre davantage sur nous.

    • Lieu de travail

    Toronto-750 Law Ave. W., WG

    ​

    ​ Type d'emploi

    Permanent

    Heures de travail hebdomadaires

    37.5

    Compétences

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