CIBC is looking for a Bilingual Contact Center Representative (Credit Cards CARE) to join our team. In this remote role, you will be the first point of contact for clients calling with credit card questions and requests. You'll identify client needs, proactively suggest solutions, and provide information on CIBC’s credit card products and services.

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.
Provide support for clients by helping them to manage their accounts and products.
Remain solution-focused to identify opportunities to help clients.
Effectively complete client requests by understanding 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 on additional needs.

What We're Looking For

Fluent in French and English to support business operations outside of Quebec.
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 (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 be on-site on an occasional basis.
Ability to attend your primary work location within two hours’ notice for any business related purposes.
Flexibility to work shifts within the Contact Centre hours: Monday to Friday 7:00AM to Midnight, Saturday-Sunday 7:00AM to 10:00PM.
Legally eligible to work at the location(s) specified and, where applicable, must have a valid work or study permit.
Solid written, verbal, and interpersonal skills.
Strong knowledge of CIBC systems and products to allow quick resolution of problems.
Deep understanding of CIBC’s suite of products.
Client-first attitude and passion for people.
Goal oriented and motivated by accomplishing goals.
Values trust, teamwork, and accountability.
Passionate about growing your 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, a social, points-based recognition program
Purpose Day; a paid day off dedicated for you to use to invest in your growth and development