Creditor Insurance, Mortgage Servicing Specialist - Bilingual

CIBC • Montreal, QC

3d • Hybrid

About The Position

This role is responsible for the Creditor Insurance client experience, acting as a single point of contact for clients' routine mortgage and insurance inquiries. The specialist will answer client inquiries requiring analysis and application of mortgage and insurance procedures, policies, and principles. They will provide specialized advice on CIBC Creditor insurance products in both French and English to internal partners and external clients. The Creditor Helpline is a specialized insurance call center that collaborates with various CIBC departments to enhance insurance results. CIBC Insurance aims to meet clients' protection needs with simple, convenient, accessible, and affordable solutions through their preferred channels. The hours of operation are Monday-Friday, 8:30 AM EST - 8:00 PM EST. The work arrangement details will be discussed during the interview.

Requirements

• Demonstrated experience in a Contact Centre environment.
• Demonstrated ability to exercise sound judgment in risk assessment and comfort in making decisions.
• Proven self-management skills for independent and team work.
• Commitment to excellent customer service, internal and external.
• Fluency in French and English.

Nice To Haves

• Knowledge of Creditor Insurance and CIBC products.

Responsibilities

• Provide internal/external customers with specialized advice on creditor insurance products, based on analysis of the situation and the relevant concepts and policies.
• Act as the first point of escalation for branch-level creditor insurance client issues.
• Obtain complete information on client issues, summarize and verify facts.
• Ensure solutions meet client needs and comply with CIBC policies and regulatory requirements.
• Arrange callbacks for clients if an issue requires additional investigation time.
• Manage incoming complaints, problems, and issues to resolution within 24 hours.
• Manage irate customers and guide them through CIBC’s escalation process if their concern cannot be resolved.
• Analyze problems and decide on the most appropriate solution from available options, considering situational factors, procedures, and policies.
• Provide customers with detailed explanations of recommended actions and verify their understanding.
• Identify hidden problems and refer to relevant procedures, policies, and principles.
• Identify potential areas for improvement and provide feedback to management for continuous improvement.
• Coach and support branches to develop the knowledge needed to resolve creditor insurance customer issues at the first point of contact and prevent future errors.
• Identify and recommend routine improvements to job operating efficiency and advise management of opportunities to modify existing products/services.

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: Mid Level
• Education Level: No Education Listed