Contact Center Representative

2 days ago Be among the first 25 applicants 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 As a member of CIBC’s Contact Centre Credit Cards Department, you will be the first point of contact for clients calling in with questions or requests related to their banking needs, answering incoming calls from our credit cards clients as well as calls transferred from other departments. As a Contact Centre Specialist II, Cards CARE you will assist clients with their credit cards operations and inquiries, identify their needs, and proactively suggest solutions to help them achieve their financial goals. You will demonstrate solid written, verbal, and interpersonal skills to make a difference in clients’ lives, obtaining complete information on clients’ issues and summarizing and verifying the facts. The role receives general instructions on routine work and requires limited direction, collaborating to find simple solutions that make it easy for clients to bank with us. NOTE: You can effectively perform all work activities remotely, and will only be required to be on‑site on an occasional basis. Start date: January 12th, 2026 Contact Centre hours: Monday to Friday 7:00 AM to Midnight, Saturday‑Sunday 7:00 AM to 10:00 PM. This is a full‑time and shift‑oriented role. Flexibility between these hours is required. Agent@Home Program Requirements You reside within a 2‑hour radius of the CIBC Tower in Downtown Montreal (1155, Boulevard René‑Lévesque Ouest). Ability to work independently as an Agent @ Home with a secure workspace, in a room or office with a door that closes off noises and distractions. Wired Internet connection capable of continuously supporting excellent call quality and high‑speed response rate (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 service stability. How You’ll Succeed Client engagement – Focus on each client experience, connect personally, and provide trusted advice. Support clients by helping them manage accounts and products, and connect them to correct CIBC contacts. Problem solving – Listen, ask questions, and put yourself in the client’s shoes. Act like an owner by understanding needs and recommending solutions. Remain solution‑focused to identify opportunities. Efficiency – Respect clients’ time and complete requests efficiently. Leverage strong knowledge of CIBC systems and products for quick resolutions. Product knowledge – Deeply understand CIBC’s suite of products, proactively suggest banking options that help achieve financial goals, and collaborate with internal departments for additional client needs. Who You Are You put clients first and engage with purpose to find the right solutions. You go the extra mile because it’s the right thing to do. You’re passionate about people, building trust through respect and authenticity. You love to learn; you’re motivated by growth and know there’s no limit to what you can achieve. You’re goal‑oriented, delivering your best to make a difference. Values matter to you; you live our values of trust, teamwork, and accountability. You’re fluent in French and English to support business operations outside Quebec. What CIBC Offers Competitive salary, incentive pay, banking benefits, a benefits program*, a defined benefit pension plan*, an employee share purchase plan, vacation, wellbeing support, and MomentMakers, our social recognition program. Technology and tools that foster innovation and collaboration. A culture that encourages ambition through initiatives like Purpose Day; a paid day off dedicated to investing in your growth. 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 they belong. Accommodations are available—contact Mailbox.careers-carrieres@cibc.com. Legal eligibility to work in the specified location is required; a valid work or study permit is necessary. Assessment tests may be requested (simulation, coding, French proficiency, MS Office). Job Location: Montreal, Quebec Employment Type: Regular Weekly Hours: 37.5 Skills: Call Center, Client Service, Communication, Customer Experience (CX), Outbound Calls, Collaboration Seniority level: Entry level Job function: Finance and Sales Industry: Banking #J-18808-Ljbffr