Harsh Patel

Contact Center Specialist Fraud Agent @CIBC

Regina, SK, CA

Monitor, investigate, and analyze 200+ daily transactions across accounts, credit cards, online banking, and digital channels to detect fraudulent activity.Review system-generated alerts and escalate high-risk cases (~15% of flagged alerts) to fraud operations for deeper investigation.Conduct detailed account reviews to identify fraud patterns, preventing potential losses of $50K+ per quarter.Maintain accurate and timely records of investigations, actions, and outcomes in strict compliance with CIBC’s fraud policies and AML standards.Act as the first line of defense, proactively preventing fraud attempts and contributing to a 20% reduction in fraud-related chargebacks.Serve as a customer advocate, balancing fraud prevention with client experience, successfully resolving 90% of client fraud inquiries on first contact.Collaborate with cross-functional teams (risk, security, operations) to resolve cases efficiently and recommend process/system improvements that enhance fraud detection accuracy.Participate in ongoing fraud training, remaining up to date on emerging fraud tactics, cybersecurity threats, and regulatory requirements.Support compliance initiatives as a risk manager and compliance partner, ensuring adherence to anti-money laundering (AML) regulations, FINTRAC requirements, and privacy laws.

University of Regina

Diploma of Education