Contact 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

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. 

*Candidates MUST reside in the US and for this role we are not offering relocation/sponsorship assistance.*

Key Responsibilities:

• Determine client inquiries by listening and clarifying desired information in order to accurately provide information and solutions.
• Resolve client inquiries by researching, exploring alternative options, implementing solutions, and escalating unresolved issues.
• Understand the importance of the client relationship and suggest products and services that will add value and further strengthen relationships.
• Sell additional products or services by recognizing opportunities to cross-sell.
• Aid in the facilitation and distribution of communications received via fax, servicing inboxes, or mail for the CSC.
• Learning, retaining, and refreshing job knowledge in order to relay the correct solutions to internal and external clients.
• Support management with daily work pertaining to overdrafts, check verifications, and other needs as they arise.
• Assist with various maintenance requests which may require escalation to management for Legal review. Follow up as needed to ensure timely completion of the request.
• Work closely with our partners in other departments to deliver exceptional service and timely/accurate information to clients.
• Manage daily reports related to consumer servicing requests, ensuring a positive client experience while minimizing risk for the Bank.
• Ability to provide high quality service in a fast-paced environment.
• Be able to identify and escalate red flags and suspicious activity to management as needed.
• Adhere to policies and procedures at all times and ensure compliance with assigned regulatory courses as well as Axonify courses/daily questions/surveys/exams.

Qualifications:

• Ability to provide excellent service with a client-centric focus.
• Excellent verbal and written communication skills.
• Professional and courteous phone manner in order to service internal and external clients and handle sensitive inquiries.
• Strong interpersonal and analytical skills.
• Demonstrate ability to resolve difficult client exchanges by providing a high quality and service focused experience and giving applicable solutions.
• Good working knowledge of software (Excel, Word, Microsoft Office, etc.), and have the ability adapt to new technology as tools continue to evolve.
• Experience with FIS tools is preferred.
• 3+ years of experience in the retail banking industry.
• Call Center experience is an asset.

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.  

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.

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) 

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

At CIBC, we offer a competitive total rewards package.  This role has an expected salary range of $46,600-62,200 for the State of Illinois market based on experience, qualifications, and location of the position.  The successful candidate may be eligible to participate in the relevant business unit’s incentive compensation plan, which also may include a discretionary bonus component. CIBC offers a full range of benefits and programs to meet our employee’s needs; including Medical, Dental, Vision, Health Savings Account, Life Insurance, Disability, and Other Insurance Plans, Paid Time Off (including Sick Leave, Parental Leave, and Vacation), Holidays,  and 401(k), in addition to other special perks reserved for our team members.   

Additional total compensation and benefits details will be provided during the hiring process. Candidates hired to work in other locations will be subject to the pay range associated with that location.

California, Connecticut, New York: $50,900-$67,800

Colorado: $46,600-$62,200