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Creditor Insurance, Mortgage Servicing Specialist

2 months ago

Montreal Quebec GF, CA CIBC Full time

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.

What you'll be doing

Reporting to the Manager, Creditor Insurance Customer Service, as a Mortgage Servicing and Creditor Insurance Specialist you will be responsible for the Creditor Insurance client experience. You’ll be the single point of access through which clients are able to conduct the majority of their routine mortgage and insurance inquiries. Focus on answering client inquiries that require routine analysis and the application of mortgage and insurance procedures, policies, and principles. You’ll be responsible for the Creditor Insurance client experience and accountable for providing internal partners and external clients with specialized advice on CIBC Creditor insurance products in English and French. The Creditor Helpline is a specialized insurance call center that works closely with partners and stakeholders across CIBC - Product, Channel, Risk Management, Technology, and other groups - to drive overall insurance results. CIBC Insurance helps fulfill clients’ protection needs with simple, convenient, accessible, and affordable protection in the customers’ channel of choice.

Kindly note the hours of operation are Monday-Friday 8:30 AM EST - 8:00 PM EST.

At CIBC we enable the work environment most optimal for you to thrive in your role. 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

  • Client Experience and Service: Provide internal/external customers with specialized advice on creditor insurance products, based on analysis of the situation and the relevant concepts and policies. Be the first point of escalation if the branch cannot achieve resolution of issues with creditor insurance client issues. Manage individual cases of incoming complaints, problems, issues, to their resolution within 24 hours.
  • Problem Solving: Analyze the problem; decide upon the most appropriate solution available from a variety of options, taking into consideration the unique situational factors and existing procedures and policies. Identify potential areas for improvement and provide feedback to the Manager.
  • Coaching and Relationship Building: Coach and support branches to develop the knowledge needed to correct creditor insurance customer issues at the first point of contact. Identify and recommend routine improvements to the job’s operating efficiency.

Who you are

  • You demonstrate experience in a Contact Centre environment. You have a proven commitment to excellent customer service, internal and external.
  • You put our clients first. You engage with purpose to find the right solutions.
  • You’re passionate about people. You build trust through respect and authenticity.
  • Values matter to you. 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 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, and more.

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 invest in your growth and development.

What you need to know

CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. If you need accommodation, please contact us.

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.

Job Location: Montreal-1155 Rene Levesque

Employment Type: Regular

Weekly Hours: 37.5

Skills: Analytical Thinking, Call Center, Client Relationship Management, Communication, Customer Experience (CX), Insurance Forms, Office Administration, Outbound Calls, Work Collaboratively.

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