Telephone Banking Servicing Agent, Remote - Bilingual

CIBC•Montreal, QC

5d•Remote

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 Customer Service Contact Centre Representative, you’ll be the first point of contact for clients calling in with questions or requests related to their banking needs. You’ll work in fast-paced environment and deepen relationships, quickly resolve issues and identify opportunities to match clients with the right products and solutions that will enable their financial success. At CIBC we enable the work environment most optimal for you to thrive in your role. You can effectively perform all work activities remotely, and will only be required to be on-site on an occasional basis. 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.

Requirements

You reside within a 2 hour radius of the CIBC Tower in Downtown Montreal (1155, Boulevard René-Lévesque Ouest).
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 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 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 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.
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.
You're fluent in French and English to support business operations outside of Quebec, Canada.
Accountability
Customer Engagement
Customer Experience (CX)
Problem Solving

Responsibilities

Focus on each client experience and connect on a personal level to offer an exceptional client experience.
Engage in client-focused interactions that are meaningful and deliver trusted advice.
Provide support for clients by helping them to manage their accounts and products.
Connect and refer clients to the right CIBC contacts to enable their financial success.
Listen, ask questions, and put yourself in the client’s shoes.
Act like an owner by understanding the client`s needs and recommending solutions based on their needs.
Remain solution-focused in order to identify opportunities to help our clients.
Understand that the client’s time is valuable and effectively complete their request.
Deeply understand CIBC’s suite of products and work with others to ensure clients are connected to the right people and opportunities.
Proactively suggest banking options that will help clients achieve their financial goals.
Understand and leverage other internal departments within CIBC to assist clients on additional needs.

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