CIBC is seeking a Bilingual Contact Center Representative for our Credit Cards CARE team. In this role, you will be the first point of contact for clients calling with questions about their credit cards, helping them achieve their financial goals through trusted advice and proactive solutions.

What You'll Do

Answer incoming calls from credit card clients and calls transferred from other departments.
Assist clients with their credit card operations and inquiries.
Identify client needs and proactively suggest solutions to help them achieve their financial goals.
Obtain complete information on clients' issues, summarize, and verify the facts.
Provide information and solutions regarding CIBC's credit card products and services.
Assist clients with application and cancellation requests.
Connect and refer clients to the right CIBC contacts to enable their financial success.
Engage in client-focused interactions to deliver trusted advice and support clients in managing their accounts and products.
Listen, ask questions, and understand client needs to recommend solutions.
Effectively complete client requests by understanding that their time is valuable.
Proactively suggest banking options that will help clients achieve their financial goals.
Understand and leverage other internal departments within CIBC to assist clients with additional needs.

What We're Looking For

Fluency in French and English to support business operations outside of Quebec, Canada.
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.
Reside within a 2-hour radius of the CIBC Tower in Downtown Montreal (1155, Boulevard René-Lévesque Ouest).
Wired Internet connection (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.
Ability to attend your primary work location within two hours' notice for any business-related purposes.
Legal eligibility to work at the location(s) specified.
Flexibility to work shifts between Monday-Friday 7:00AM to Midnight and Saturday-Sunday 7:00AM to 10:00PM.
Client-first mentality and passion for people.
Goal-oriented and motivated by accomplishing goals.
Values-driven, living CIBC's values of trust, teamwork, and accountability.
Passion for learning and growing knowledge.

Team & Environment

You will be a member of CIBC’s Contact Centre Credit Cards Department.

Benefits & Compensation

Competitive salary
Incentive pay
Banking benefits
Benefits program
Defined benefit pension plan
Employee share purchase plan
Vacation offering
Wellbeing support
MomentMakers social, points-based recognition program
Purpose Day; a paid day off dedicated for you to use to invest in your growth and development

Work Mode

This is a hybrid position based at 1155 Rene Levesque Ouest, Montreal.

CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience.