Technical Support Specialist - Bilingual

CIBC•Toronto, ON

3d•Hybrid

About The Position

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 at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute. As a member of our Business Contact Centre, you’ll be accountable to ensure the successful delivery of a high standard of service while upholding compliance to internal controls and procedures within the functional assigned responsibilities to Business Banking products customers. As a Technical Support Specialist, you are responsible for acting as a key inbound point of contact for Business Banking clients to respond to basic client account inquiries and initiate basic service transactions. The role follows detailed instructions and documented client identification and authorization procedures to confirm and document service request details for all client activities. The Technical Support Specialist is responsible for providing timely and detailed information and assistance with problem investigation and resolution or escalating complex matters in compliance with regulatory requirements and organizational policies and procedures. The role uses judgement regarding priorities and approaches to identify improvements that resolve ongoing service challenges and enhance the client experience. 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

You're fluent in French and English to serve our clients in the community.
Business Banking
Call Center
Client Issue Resolution
Client Service
Customer Experience (CX)
Ensure Compliance
Group Problem Solving
Investigating
Operations Support

Nice To Haves

You love to learn. You are passionate about growing your knowledge. You have a strong sense of curiosity.
Your influence makes a difference. You know that relationships and networks are essential to success. You inspire outcomes by sharing your expertise.
You understand that success is in the details. You notice things that others do not. Your critical thinking skills help to inform your decision making.
You engage with your heart and mind. You care about people and understand different perspectives. You listen and learn from the experiences of others.
Values matter to you. You bring your real self to work, and you live our values - trust, teamwork, and accountability.

Responsibilities

Act as a key inbound point of contact for Business Banking clients to respond to basic client account inquiries and initiate basic service transactions.
Follow detailed instructions and documented client identification and authorization procedures to confirm and document service request details for all client activities.
Provide timely and detailed information and assistance with problem investigation and resolution.
Escalate complex matters in compliance with regulatory requirements and organizational policies and procedures.
Use judgement regarding priorities and approaches to identify improvements that resolve ongoing service challenges and enhance the client experience.
Perform implementation and/or client support tasks relative to the Business Banking products such as, Canadian and US wholesale lockbox, Acceptance of Payments, MEBPS, Canact, and Cheque eDeposit Services.
Ensure customer inquiries and complaints are handled in an efficient, professional, and timely manner.
On behalf of clients, liaise with internal business partners and external financial institutions for tracing of funds processed through Business Banking products supported by the Business Contact Centre (BCC).
Reconcile and perform monthly independent balances on suspense accounts.
Perform several operational tasks relative to the daily and monthly processing Business Banking products and application services and taking appropriate action according to established procedures.
Ensure all mandatory documentation such as Product Legal Agreements and signed Payment Product Settlement Limit documentation with supporting evidence of credit existence are received prior to proceeding with implementation.

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