Customer Service Representative, ISI Contact Center – Bilingual

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.

To learn more about CIBC, please visit CIBC.com

What You’ll Be Doing

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 expected start date will be Monday November 4, 2024.

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 as of November 4, 2024 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.

How You’ll Succeed

• Client Engagement – 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.
• Problem Solving – 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.
• Product Knowledge – Deeply understand the lSI products and Investor’s Edge platform to ensure clients receive exceptional support. 
• Efficiency – Understand that the client’s time is valuable and effectively complete client requests. Strong knowledge of the Online Brokerage systems and products to allow quick resolution of problems.
• Computer Savvy – Able to easily navigate and focus on multiple software applications and dual monitors. 

Who You Are

• You put our clients first. You engage with the purpose of finding the right solutions. You go the extra mile because it is 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 achieve 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 goal oriented. You’re motivated by accomplishing your goals and delivering your best to make a difference.
• 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.

What CIBC Offers

At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.

• We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, and MomentMakers, our social, points-based recognition program.
• Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.
• We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.
• Subject to plan and program terms and conditions

What you need to know

• CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact [email protected]
• 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 tests (such as simulation, coding, French proficiency, MS Office). Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.

Job Location

Montreal-1155 Rene Levesque

Employment Type

Regular

Weekly Hours

37.5

Skills

Account Administration, Call Center, Client Relationship Management, Communication, Customer Experience (CX), Inbound Calls, Investment Funds, Investments, Work Collaboratively

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