Business Team Senior Specialist - 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.

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As a member of CIBC’s Agent@Home Contact Centre Credit Cards Department, you will be the first point of contact for clients calling in with questions or requests related to their banking needs, answering incoming calls from our credit card clients as well as calls transferred from other departments. As a Contact Centre Specialist II, Cards you will assist clients with their credit card operations and inquiries, identify their needs, and proactively suggest solutions to help them achieve their financial goals.

You demonstrate solid written, verbal, and interpersonal skills to make a difference in clients’ lives, obtaining complete information on clients’ issues and summarizing and verifying the facts. The Contact Centre Specialist II supports best practices, providing information and solutions to existing and potential clients regarding CIBC’s credit card products and services. The role receives general instructions on routine work and requires limited direction, collaborating to find simple solutions that make it easy for clients to bank with us.

At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.

• Client engagement – 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.
• Problem solving – Listen, ask questions, and put yourself in the client’s shoes. Act like an owner by understanding the client’s needs and recommending solutions based on their needs. Remain solution-focused in order to identify opportunities to help our clients.
• Efficiency – Understand that the client’s time is valuable and effectively complete their request. Strong knowledge of the CIBC systems and products to allow quick resolution of problems.
• Product knowledge – 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.

• You put our clients first. You engage with the purpose of finding the right solutions. You go the extra mile because it’s the right thing to do.
• You’re passionate about people. You find meaning in relationships and surround yourself with a diverse network of partners. You build trust through respect and authenticity.
• You love to learn. You’re passionate about growing your knowledge, and you know that there is no limit to what you can achieve.
• You’re driven to succeed. You are motivated by accomplishing your goals and delivering your best to make an impact.
• You engage with your heart and mind. You care about people, and you understand different perspectives. You listen and learn from the experience of others.
• Values matter to you. You bring your real self to work, and you live our values – trust, teamwork, and accountability.
• You're fluent in French and English to support business operations.

At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.

• We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a…