Canadian Imperial Bank of Commerce (CIBC) is looking for a Bilingual Contact Centre Representative specializing in Cards for the Costco portfolio. In this remote role, you will be the primary connection for our clients, using your knowledge of CIBC products to support their daily banking, solve problems, and strengthen relationships with personalized advice.
What You'll Do
- Be the first point of contact for clients in a fast-paced contact centre environment.
- Use your knowledge of CIBC card products to support clients with day-to-day banking needs.
- Deepen client relationships by quickly resolving issues, identifying opportunities, and providing personalized solutions.
- 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.
- Listen, ask questions, and put yourself in the client’s shoes to understand their needs.
- Act like an owner by understanding client needs and recommending solutions based on those needs.
- Remain solution-focused to identify opportunities to help clients.
- Understand that the client’s time is valuable and effectively complete their request.
- Use strong knowledge of CIBC systems and products to allow quick resolution of problems.
- 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 with additional needs.
What We're Looking For
- Must be 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.
- A wired Internet connection, capable of continuously supporting excellent call quality and high-speed response rate.
- Internet must 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.
- Must be flexible to work scheduled hours which include evenings and weekends.
- Must be legally eligible to work at the location(s) specified.
- Must be able to attend primary work location within two hours’ notice for any business-related purposes.
- You put our clients first and engage with the purpose of finding the right solutions.
- You’re passionate about people and find meaning in relationships.
- You love to learn and are passionate about growing your knowledge.
- You’re driven to succeed and are motivated by accomplishing your goals.
- You engage with your heart and mind, care about people, and understand different perspectives.
- Values matter to you; you bring your real self to work and live our values - trust, teamwork, and accountability.
Benefits & Compensation
- Competitive salary
- Incentive pay
- Banking benefits
- Benefits program*
- Defined benefit pension plan*
- Employee share purchase plan
- Vacation offering
- Wellbeing support
- MomentMakers, our 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. The primary work location is 1155 Rene Levesque O, Montreal. This role operates from a home office (Agent @ Home) with the requirements specified above.
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.
