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 opportu