Contact Center Representative

3 weeks ago

Montréal, Canada 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

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.
- 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.
- At CIBC we enable the work environment most optimal for you to thrive in your role._ _Y_ou ca_n effectively perform all work activities remotely, and will only be required to be on-site on an occasional basis._

Please note that the start date is June 25th, 2024.

Our Contact Centre is open Monday to Friday 7:00AM to Midnight, Saturday-Sunday 7:00AM to 10:00PM. This is a full-time and shift oriented role. We would like for you to be flexible between these hours.
- 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- Client engagement - Focus on each client experience and connect on a personal level to offer an exceptional client experience. Engage in client-focused interactions that are meaningful and deliver trusted advice. Provide support for clients by helping them to manage their accounts and products. Connect and refer clients to the right CIBC contacts to enable their financial success.- Problem solving - Listen, ask questions, and put yourself in the client’s shoes. Act like an owner by understanding the client's needs and recommending solutions based on their needs. Remain solution-focused in order to identify opportunities to help our clients.- Efficiency - Understand that the client’s time is valuable and effectively complete their request. Strong knowledge of the CIBC systems and products to allow quick resolution of problems.- Product knowledge - Deeply understand CIBC’s suite of products and work with others to ensure clients are connected to the right people and opportunities. Proactively suggest banking options that will help clients achieve their financial goals. Understand and leverage other internal departments within CIBC to assist clients on additional needs

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’re passionate about people. You find meaning in relationships, and surround yourself with a diverse network of partners. You build trust through respect and authenticity.- You love to learn. You’re passionate about growing your knowledge, and you know that there is no limit to what you can achieve.- 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’re goal oriented. You’re motivated by accomplishing your goals and delivering your best to make a difference.- Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.- You're fluent in French and English to support business operations outside of Quebec, Canada.

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 knowYou need to be legally eligible to work at the location(s) specified above and, where applicable, must

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