Bilingual Client Satisfaction Specialist
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
The Client Satisfaction Specialist, Business Contact Centre is accountable for establishing all new client relationships with the BCC and acting as the primary contact in examining, investigating and resolving all escalated complaints for the Commercial and Large Corporate clients. The Client Satisfaction Specialist is also accountable for assisting the Business Contact Centre in achieving their objective of maintaining the effective and efficient ongoing operation of the BCC.
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.â€‹
How You’ll Succeed
Time Management – Field escalated complaints from customers to CIBC. Listen to customer concerns and investigate the concern with CIBC employees involved in the situation or who need to be consulted or involved. Deliver a resolution to the client within 3 business days of CIBC’s receipt of the complaint. Set financial adjustments that accompany the resolution, providing direction to the appropriate business unit on how to carry out the adjustment.
Detail Oriented – Obtain all necessary documentation required, consult with legal division, compliance, and/or privacy office as required, to formulate a resolution and/or decision. Log all complaints into the service database in a timely manner. Coordinate complex new client transitions and implementations, acting as the initial point of contact, assisting the relationship management team to ensure a proper transition from the other financial institution. Act as the Coordinator for high value situations. Follow up to ensure CIBC meets the client expectations while ensuring the transactions meet the required regulatory and risk policies at CIBC.
Relationship Building – Recognize business risk elements of situations being handled, involving the appropriate supervisor or business partner as early as possible. Apply tenacity, objectivity and empathy while using the “thank you for telling me” process to resolve all complaints handled.
Who You Are
You understand that success is in the details. You notice things that others don't. Your critical thinking skills help to inform your decision making.
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, 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 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 at home
Connect: Work in a place where the right technology and infrastructure fosters 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 program, and employee share purchase plan
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.email@example.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
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 LocationMont-1155 Rene Levesque 330
SkillsAccountable, Taking Initiative