Call Center CSR II

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

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

You'll work in a fast- paced Contact Center where you'll have meaningful client-focused conversations. As an Inbound Financial Services Representative, you'll be the first point of contact for clients calling in with questions or requests related to their banking needs. You'll deepen relationships by understanding the client's needs, and quickly resolving issues or problems. You'll proactively identify opportunities to match clients with the right products and solutions that will enable their financial success. Products and solutions will include bank accounts, credit card products, secured investments, overdraft protection, bill payments, secured and unsecured credit products, and more. You'll educate and assist clients using CIBC digital capabilities. This position will play a vital role in the day-to-day functions that support both our consumer and business Online Banking platforms. Manage digital-related inquiries that are more challenging, which may require de-escalation of calls. Resolve client inquiries by researching, exploring alternative options, and implementing solutions. Recognize when to escalate unresolved issues. Support and be a primary resource for front-line agents for all digital-related inquiries that require additional expertise beyond a general inquiry. You'll take ownership of more complex scenarios and recognize when to directly relay information to clients to ensure understanding and a better client experience. Work closely with our partners in other departments as well as our vendor to provide exceptional service and timely/accurate information related to consumer and business-related digital products and services.

Manage daily reports related to consumer and business Online Banking services, ensuring a positive digital client experience while minimizing risk for the Bank. Be able to identify and escalate red flags related to digital access and activity to management as needed. Assist internal and external clients in troubleshooting technical issues pertaining to consumer and business Online Banking related services.

CIBC is transitioning to an Agent@Home model, for this role you will be required to work from home. The expectation and details will be confirmed if you move through the recruitment process. Even though this role is a remote position, the expectation is that you must be able to attend your primary CIBC location within two hours upon request (e.g. technology/service outages, Business Contingency Planning, team meetings, celebration, events, etc.)

Agent@Home Program Requirements

• 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)

How you'll succeed

• Client engagement

• 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.

• Problem-solving 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.

• Efficiency

• Understand that the client's time is valuable and effectively complete their request. Strong knowledge of the CIBC systems and products to allow quick resolution of problems.

• Product knowledge

• 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 with additional needs

• Computer savvy

• Easily navigate and focus on multiple software applications and dual monitors.

Who you are

• 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, nd 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 experiences of others.

• Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.

What CIBC offers

At CIBC, our people are our greatest asset. You'll become part of a diverse community that acknowledges everyone's unique talents, and empowers teams to do what's right for the client and to do it well. As part of our team, you will:

• Thrive: Benefit from an open and approachable culture that provides the flexibility and support you need to integrate your life at work and home.

• Connect: Work in a place where the right technology and infrastructure foster innovation, collaboration, and creativity.

• Develop: Grow your skills and career through our best-in-class onboarding experience, ongoing learning opportunities, individual development planning, and comprehensive product training.

• Prosper: Share in our collective success with a competitive salary, incentive pay, banking benefits, health benefits programs, retirement savings, and more.

California residents - your privacy rights regarding your actual or prospective employment

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*, 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 Mailbox.careers-carrieres@cibc.com

• 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.

Job Location

IL-6825 W 111th St

Employment Type

Regular

Weekly Hours

40

Skills

Bank Compliance, Bank Products, Bank Sales, Customer Service, Financial Services, Strong Interpersonal Skills (Inactive), Telephone Banking, Time Management, Written and Verbal Communications (Inactive)