Mortgage Renewal Specialist - Remote - Bilingual

We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients.

At CIBC, we embrace your strengths and your ambitions, so you are empowered  team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.

To learn more about CIBC, please visit

You’ll work in the Mortgage Contact Centre team. As a Mortgage Renewals Specialist, you’ll be a single point of access through which clients are able to conduct the majority of their routine mortgage inquiries. You’ll focus on answering client inquiries that require routine analysis and the application of mortgage procedures, policies and principles.

At CIBC we enable the work environment most optimal for you to thrive in your role. You can effectively perform all work activities remotely, and will only be required to be on-site on an occasional basis.

CIBC is transitioning to an Agent@Home model based on performance; for this role you will be required to work from home. The expectation and details will be confirmed if you move through the recruitment process. Even though this role is a remote position, the expectation is that you must be able to attend your primary CIBC location within two hours upon request (e.g. technology/service outages, Business Contingency Planning, team meetings, celebration, events, etc.).

• 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 (Internet connection can 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 service providers are prohibited and cannot be used due to the impact on call quality and service stability.

Note: the business hours are Monday to Friday from 9 am to 8 pm and Saturday from 9 am to 5 pm EST.

• Client Engagement – Focus on client experience and connect on a personal level to make every interaction meaningful. Analyze the customer’s financial needs holistically and in addressing the initial mortgage request, identify additional financial needs of the customer through opportunities to cross sell additional CIBC banking products. Provide customers with detailed and factual explanations of recommended actions, and ensure the client has a full understanding of the issues.
• Problem Solving - Listen, ask questions, and put yourself in the client’s shoes. Act like an owner by taking accountability for client issues, and know when to lean on others to find the right solutions and provide client satisfaction. Ensure that the solutions offered meet customers’ needs and comply with CIBC policies and regulatory requirements, follow scripts and provide accurate information in a timely manner.
• Product Knowledge – Understand CIBC’s mortgage products and use your knowledge to connect clients with the right product. Maintain knowledge of new products, policies, procedures, external trends and developments with issues pertaining to mortgages (i.e. Competitors' actions and legislation changes) in order to meet client needs. Identify “at risk” mortgage business and make every effort to retain clients with CIBC by referring customers to the CIBC Retention Team.
• Relationship Building - Collaborate with others to ensure clients are connected to the right people and opportunities. Analyze the task at hand and make informed decisions to find the most appropriate solution available from a variety of options, taking into consideration the situational factors and existing procedures and policies and consult with internal business partners of related departments regarding their operations to trouble‑shoot delays or problems.

• You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it’s the right thing to do.
• You love to learn. You’re passionate…