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
Job Description
What You’ll Be Doing
You will join CIBC’s Chat & Social Media Contact Centre team. As a Chat Specialist , you will play a key role in supporting the Contact Centre strategic objectives along with other lines of businesses such as Telephone Banking, Credit Card Services or Simplii Financial. You will ensure an optimal client experience by developing an in-depth understanding of their financial needs and provide information and resolutions to the client’s requests and issues through our click to chat service. The start date is Monday, May 16th , 2022. Our Contact Centre at 7 50 Lawrence West, Toronto is open Monday to Friday 7am to 12am, Saturday and Sunday 9am to 6pm . This is a full-time, shift oriented role primarily work from the office with an opportunity to potentially work from home. We’d like for you to be available and flexible to work between these hours.
If this sounds like you, but you’re not sure if you’re ready to be on the front lines of client service, we’ve got you covered. You’ll begin your journey with an industry-leading paid training program that for 1 month. 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 of training , Monday to Friday from 9am to 5pm.
We have embarked on an Agent@Home remote work program. Employees are given the opportunity to work from home, if you can meet the Agent@Home program requirements and are able to attend your primary work location within two hours’ notice.
Agent @ Home Program Requirements
Ability to work independently in a private and quiet workspace (ie. in a room or office with a door that closes)
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.
How You’ll Succeed
Client Service Skills – Provide support to clients via written platforms by helping them to manage their accounts and products. Focus on each client experience and connect on a personal level to make every interaction meaningful. Connect and refer clients to the right CIBC contacts to enable their financial success.
Problem Solving – Engage with our clients by asking questions, and putting yourself in the client’s shoes. Act like an owner by taking accountability for client issues, and know when to lean on others to find solutions.
Multitask – Manage up to two real time chats simultaneously to help clients address and resolve concerns.
Communication – Demonstrate strong professional written communication skills while interacting with clients.
Typing – Demonstrate high keyboarding / typing speed of at least 50 WPM.
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 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 driven to succeed. You are motivated by accomplishing your goals and delivering your best to make an impact.
You’re passionate about people. You find meaning in relationships, and surround yourself with a diverse network of partners. You build trust through respect and authenticity.
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.
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
CIBC is committed to doing our part to protect our team, our clients and our communities. We want to ensure we have a safe and healthy workplace, and we want to do our part to get through this pandemic. In keeping with this commitment, and as a condition of employment, CIBC requires all successful candidates to be fully vaccinated against COVID-19 as of their start date, or provide written proof of a medical exemption, or other substantiated accommodation request under applicable human rights legislation.
Job Location
Toronto-750 Law Ave. W., E4
Employment Type
Regular
Weekly Hours
37.5
Skills
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