Contact Centre Representative 12 Month Contract (Telephone Banking Inbound, Solutions, Remote)

What You’ll Be Doing

As a Customer Service Contact Centre Representative, you’ll be the first point of contact for clients calling in with questions or requests related to their banking needs. You’ll work in fast-paced environment and deepen relationships, quickly resolve issues and identify opportunities to match clients with the right products and solutions that will enable their financial success. Products and solutions will include bank accounts, credit card products, secured investments, overdraft protection, bill payments, secured and unsecured credit products, and more. You’ll educate and assist clients using CIBC digital capabilities. 

At CIBC we enable the work environment most optimal for you to thrive in your role. You can 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 for this position is November 12th, 2024 (expected end date of Nov. 11th 2025) and is a full time temporary (fixed term) position. Our Contact Centre is open from Monday to Sunday, 7:00 AM to 12:00 AM AST. We’d like for you to be available and flexible between these hours.

CIBC has embarked on an Agent@Home remote work program and all employees may be given the opportunity to work from home, if you can meet the Agent@Home program requirements.

Agent @ Home Program Requirements

• Ability to work independently as an Agent @ Home with a secure workspace, in a room or office with a door that closes it off from noises and distractions.
• 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 - Provide support for clients by helping them to manage their accounts and products. Focus on each client experience and connect on a personal level to make every interaction meaningful. Connect and refer clients to the right CIBC Financial contacts to enable their financial success.
• Problem Solving - Listen, ask questions, and put yourself in the client’s shoes. Act like an owner by taking accountability for client issues, and know when to lean on others to find solutions.
• Product Knowledge - Deeply understand CIBC Financial suite of products and collaborate 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.

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 connect with others through respect and authenticity.
• You love to learn. You're passionate about growing your knowledge. You have a strong sense of curiosity.
• You’re goal oriented. You’re motivated by accomplishing your goals and delivering your best to make a difference.
• You engage with your heart and mind. You care about people and you understand different perspectives. You listen and learn from the experience of others.
• Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.