Contact Centre Representative (Credit Counsellor, Client Account Management)

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 be joining CIBC’s Client Account Management Department as a Credit Counsellor, and making a real difference for our clients. You’ll connect with our clients who own a variety of CIBC products and discuss repayment options to potentially resolve outstanding debts. This is done using a combination of assessing client profiles, and asking relevant questions to understand why our clients have fallen behind on payments.  You'll ensure the client is aware of the terms and conditions of their contractual obligations and offer solutions to prevent further delinquencies.  

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. 

The start date for this role is October 14th 2025. Kindly note, this position will begin on site at 400 Burrard Street, Vancouver, and you will remain working onsite until further notice. In the event you are provided the opportunity to work from home, the below requirements are mandatory for our Agent @ Home program.

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. The expectation is that you must be able to attend your primary CIBC location within two hours upon request.

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).
• Satellite internet providers are prohibited and cannot be used due to the impact on call quality and the stability of service.

Our Contact Centre is open Monday to Friday from 8:00 AM to 8:00 PM PST and Saturday from 8:00 AM to 4:00 PM PST. This is a full-time and shift-oriented role and we’d like you to be flexible between these hours, which include evenings and weekends. 

How You'll Succeed  

• Client engagement – Speak with clients to understand their priorities, advise them on solutions, and provide a forward-looking