Canadian Imperial Bank of Commerce (CIBC) is looking for a Contact Centre Representative (Disputes, Costco, Remote) - Bilingual. In this role, you will be the first point of contact for credit card clients, resolving disputes and providing education on processes. You’ll work primarily from home under our Agent@Home program, with occasional on-site requirements.
What You'll Do
- Respond to incoming inquiries from credit card clients in a professional and courteous manner.
- Make outbound calls to clients to resolve disputes, educate on the dispute handling process, and request additional information.
- Take complete ownership of calls, ensuring a positive client experience.
- Gather information as required by Visa and MasterCard Operating Regulations to support chargebacks.
- Request and send customer correspondence, following up when necessary.
- Resolve credit card application inquiries using current Review, Secured, Duplication, Missing, and Verification rules.
- Process credit limit change requests with clear and empathetic judgment.
What We're Looking For
- Fluent in French and English to serve clients in the community.
- Ability to work independently as an Agent @ Home with a secure, dedicated workspace in a room with a door.
- A wired Internet connection (hard cable) with a minimum download speed of 15 mbps and upload speed of 10 mbps; satellite providers are prohibited.
- Flexibility to work evening shifts, including weekends and holidays, based on Contact Centre hours (Monday to Sunday, 8:00AM – 12:00AM).
- Legal eligibility to work in the specified location(s), including valid work or study permits where applicable.
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 for you to invest in your growth and development
Work Mode
This is a hybrid remote role primarily working from home under the Agent@Home program, with occasional on-site requirements at our Montreal location.
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 provide an accessible candidate experience.
