CIBC is looking for a Bilingual Contact Centre Representative (Disputes, Credit Cards, Remote) to join our team. You will respond to incoming inquiries and make outbound calls to help credit card clients resolve disputes, explain processes, and gather information, all while providing professional and empathetic service.
What You'll Do
- Respond to incoming calls and make outbound calls regarding credit card disputes.
- Take complete ownership of calls in a friendly, courteous and professional manner.
- Gather information as required by Visa and MasterCard Operating Regulations to process and support chargebacks.
- Request and send customer correspondence and follow up with customers when necessary.
- Resolve credit card application inquiries by utilizing current Review, Secured, Duplication, Missing and Verification rules.
- Process credit limit change requests while using clear and empathetic judgements.
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 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 (minimum 15 mbps download and 10 mbps upload, connected via hard cable). Satellite internet providers cannot be used.
- Must be flexible to work evening shifts including weekends and holidays (Monday to Sunday, 8:00AM – 12:00AM).
- Must be legally eligible to work at the location(s) specified and, where applicable, must have a valid work or study permit.
- You put our clients first. You engage with purpose to find the right solutions.
- You love to learn. You’re passionate about growing your knowledge.
- You’re driven to succeed. You are motivated by accomplishing your goals.
- You’re passionate about people. You find meaning in relationships.
- You engage with your heart and mind. You care about people and you understand different perspectives.
- Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.
Benefits & Compensation
- A competitive salary
- Incentive pay
- Banking benefits
- A benefits program*
- Defined benefit pension plan*
- An employee share purchase plan
- A 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 based in Fredericton at King Place (440 King, 4th Floor).
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.
