Customer Service, Credit Counsellor - Bilingual

CIBC•Montreal, QC

5d•Hybrid

About The Position

You’ll be joining CIBC’s Client Account Management (Collections) Department as a Credit Counsellor and making a real difference for our clients. You’ll connect with our clients, through outgoing and incoming calls, who own a variety of CIBC products and discuss repayment options to potentially resolve outstanding debts. You'll ensure the client is aware of the terms and conditions of their contractual obligations and is able to prevent further delinquencies. Our Contact Centre is open Monday to Friday from 8:00 am to 8:00 pm and Saturday from 8:00 am to 4:00 pm. You’re flexible to work between these hours which include evenings and weekends. Please note that the start date is July 6, 2026 and it's a full time permanent position. 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. CIBC has embarked on an Agent@Home remote work program and all employees may be given the opportunity to work from home, if you can meet the Agent@Home program requirements. The expectation is that you must be able to attend your primary CIBC location within two hours upon request. Agent @ Home Program 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 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 providers are prohibited and cannot be used due to the impact on call quality and the stability of service.

Requirements

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’re goal oriented.
You’re motivated by accomplishing your goals and delivering your best to make a difference.
You're passionate about people.
You find meaning in relationships and surround yourself with a diverse network of partners.
You connect with others through respect and authenticity.
You love to learn.
You're passionate about growing your knowledge.
You have a strong sense of curiosity.
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 serve our clients in the community.
Analytical Thinking
Business Operations
Collections Management
Customer Education
Customer Service
Debt Collection Litigation
Negotiation
Recovery Services
You must be able to attend your primary CIBC location within two hours upon request.
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 providers are prohibited and cannot be used due to the impact on call quality and the stability of service.
You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.
We may ask you to complete an attribute-based assessment and other skills test (such as simulation, coding, French proficiency).

Responsibilities

Speak with clients to understand their priorities, advise them on solutions, and provide a forward-looking financial plan.
Use your 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.
Acts effectively by knowing how to obtain information required and uses one’s network to identify and solve for a problem or need.
Engage in marketing and outreach activities to show clients you value them and their communities.
Grow your network, deepen existing relationships, and collaborate with others to ensure clients are connected to the right people and opportunities.

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