Contact Centre Representative (Credit Counsellor, Client Account Management)

CIBC•Vancouver, BC

5d•Hybrid

About The Position

You’ll be joining CIBC’s Client Account Management Department as a Credit Counsellor, and making a real difference for our clients. You’ll connect with our clients who own a variety of CIBC products and discuss repayment options to potentially resolve outstanding debts. This is done using a combination of assessing client profiles, and asking relevant questions to understand why our clients have fallen behind on payments. You'll ensure the client is aware of the terms and conditions of their contractual obligations and offer solutions to prevent further delinquencies. 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. Kindly note, this position will begin on site at 400 Burrard Street, Vancouver for a minimum 60 day period. In the event you are provided the opportunity to work from home, the below requirements are mandatory for our Agent@Home program. CIBC has embarked on an Agent@Home remote work program and all employees may be given the opportunity to work from home after an initial training and assessment period of at least 60 days. The expectation is that you must be able to attend your primary CIBC location within two hours upon request.

Requirements

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 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 due to the impact on call quality and the stability of service.
Be flexible between operating hours (Monday to Friday from 7:00 AM to 8:00 PM PDT and Saturday from 8:00 AM to 4:00 PM PDT), which include evenings and weekends.
Client engagement – Speak with clients to understand their priorities, advise them on solutions, and provide a forward-looking financial plan.
Call Ownership – Respond to incoming calls or make outbound calls. Take complete ownership of calls in a friendly, empathetic, courteous and professional manner.
Problem solving – acts effectively by knowing how to obtain information required and uses one’s network to identify and solve for a problem or need.
Multitasking Efficiency - Demonstrate ability to efficiently capture accurate information across multiple systems while engaging with clients.
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 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 in a metrics-driven environment
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 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.
Analytical Thinking
Business Operations
Collections Management
Customer Education
Customer Service
Debt Collection Litigation
Negotiation
Recovery Services
Must be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.

Nice To Haves

Use your knowledge of cash management, credit, investment and wealth protection to help clients meet their goals.
You can thrive in an environment that rewards performance through regular key metrics reporting and coaching

Responsibilities

Connect with clients who own a variety of CIBC products and discuss repayment options to potentially resolve outstanding debts.
Assess client profiles and ask relevant questions to understand why clients have fallen behind on payments.
Ensure clients are aware of the terms and conditions of their contractual obligations.
Offer solutions to prevent further delinquencies.
Speak with clients to understand their priorities, advise them on solutions, and provide a forward-looking financial plan.
Use knowledge of cash management, credit, investment and wealth protection to help clients meet their goals.
Respond to incoming calls or make outbound calls.
Take complete ownership of calls in a friendly, empathetic, courteous and professional manner.
Act effectively by knowing how to obtain information required and uses one’s network to identify and solve for a problem or need.
Capture accurate information across multiple systems while engaging with clients.
Maintain effective communication and ensure seamless service delivery in fast-paced environment.

Benefits

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.