Customer Service Representative, ISI Contact Center - Bilingual

CIBC • Montreal, QC

2d • Hybrid

About The Position

As a member of the Investor Services Inc (ISI) team, you’ll be the first point of contact for ISI clients (including Investors Edge), via phone and online channel. As a Bilingual Customer Service Representative, you can make a meaningful impact in the lives of our clients by using your exceptional interpersonal and relationship building skills to recognize and accurately assess each client’s needs and provide a timely resolution. Investor Service Inc is a non-advice group, you will not be able to provide clients recommendations or advice on products or investments. You will work in a fast-paced environment where you will make a meaningful difference in our clients’ lives. The role demonstrates solid written, verbal, and interpersonal skills to refer clients to related client relations and service groups or escalate to management. The role makes recommendations on client matters to meet work objectives, ensuring that clients experience a bank that listens actively and demonstrates care for their unique needs. The target start date will be April 20th 2026. You’ll begin your frontline client service journey with an industry-leading paid training program. Your training will get you equipped with the skills and knowledge to provide the best possible experience to CIBC clients – we know there’s a learning curve and we’re here to help. You’ll initially participate in approximately 4 weeks onsite training in downtown Montreal with a mix of in-class learning and on-the-job application - from Monday to Friday, 9:00 a.m. to 5:00 p.m. EST. A quick note on your availability – our Contact Centre is open Monday to Friday from 8:00 am to 8:00 pm. We’d like for you to be flexible between these hours. 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.

Requirements

• Exceptional interpersonal and relationship building skills.
• Solid written, verbal, and interpersonal skills.
• Strong knowledge of the Online Brokerage systems and products to allow quick resolution of problems.
• Able to easily navigate and focus on multiple software applications and dual monitors.
• Put our clients first.
• Engage with the purpose of finding the right solutions.
• Go the extra mile because it is the right thing to do.
• Passionate about people.
• Find meaning in relationships and surround yourself with a diverse network of partners.
• Achieve trust through respect and authenticity.
• Love to learn.
• Passionate about growing your knowledge.
• Goal oriented.
• Motivated by accomplishing your goals and delivering your best to make a difference.
• Engage with your heart and mind.
• Care about people, and understand different perspectives.
• Listen and learn from the experience of others.
• Values matter to you.
• Bring your real self to work, and live our values - trust, teamwork, and accountability.
• Fluent in French and English to support business operations outside of Quebec, Canada.
• Legally eligible to work at the specified location(s) and, where applicable, must have a valid work or study permit.

Nice To Haves

• Client Engagement
• Problem Solving
• Product Knowledge
• Efficiency
• Computer Savvy

Responsibilities

• Provide support for clients by recognizing and accurately assessing their needs.
• Focus on each client experience and connect on a personal level to make every interaction meaningful.
• Listen, ask questions, and put yourself in the client’s shoes.
• Act like an owner by taking accountability for client issues and knowing when to lean on others to find solutions.
• Deeply understand the lSI products and Investor’s Edge platform to ensure clients receive exceptional support.
• Understand that the client’s time is valuable and effectively complete client requests.
• Refer clients to related client relations and service groups or escalate to management.
• Make recommendations on client matters to meet work objectives, ensuring that clients experience a bank that listens actively and demonstrates care for their unique needs.

Benefits

• Competitive salary
• Incentive pay
• Banking benefits
• Benefits program
• Defined benefit pension plan
• Employee share purchase plan
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed