CIBC

What you’ll be doing

As an Analyst in the Client Sales Support and Onboarding Team, your primary focus will involve supporting clients within your portfolio on all day-to-day service and support requests. You will be accountable to successfully onboard new Commercial Banking clients and perform after-sales service support to Commercial Banking customers, both internal and external, understanding the client needs and taking responsibility for the coordination and execution of account maintenance and cash management solution requests, providing relevant recommendations when appropriate while acting as a key interface to internal partners in order to facilitate  solutions that proactively meets clients’ needs. You will actively be engaged in maintaining relationships with various internal and external stakeholders with a key focus on streamlining and simplifying the client experience.

In addition, the incumbent will collaborate with Cash Managers, Relationship Managers and other internal stakeholders when referring cross-sell opportunities. As a key extended member of the relationship team, the incumbent will help strengthen new and existing client relationships and will help drive CIBC’s value proposition. The incumbent will ensure all interactions with clients and internal stakeholders contain information that is accurate and complete, reducing the need for duplicate touch points. Furthermore, the incumbent will ensure dealings with assigned clients involve prompt responses to questions, enquiries or issues in order to provide best in class service.

At CIBC we enable the work environment most optimal for you to thrive in your role. Details of your work arrangements will be discussed at the time of your interview.

How you’ll succeed

• Work closely with BCC, Internal Partners, Cash Managers and Relationship Managers to support client requests and ongoing activity. As an integral member of the client deal team, act as the main point of contact for clients on all day-to-day requests. Coordinate changes to account information and signing authorities. Coordinate changes to existing Cash Management products. Provide updates to clients that are following up on outstanding requests. Coordinate and lead requests that involve onboarding a new legal entity for new and existing CIBC clients as well as new cash management product implementations, acting as the central point of contact and ensuring all relevant information is collected and documented accurately to promote straight through processing amongst all internal teams involved. Provide clients with the required documentation/agreements to be executed in order to implement the requested account & cash management solution(s). Follow up and maintain communication throughout the transition with all partners to ensure that clients’ solutions are delivered in a timely and seamless manner. Interpret, validate and obtain the required information to complete the necessary implementation forms for internal and external client requests. Ensure all mandatory documentation such as Product Legal Agreements, and signed Payment Product Settlement Limit documentation (with supporting evidence of credit existence) are received prior to proceeding with the transition. Regularly update knowledge of internal (i.e. new products, procedures and organizational changes) and external (i.e. technology, regulatory changes) developments in order to respond to client needs promptly and suitably. Ensure compliance with all SLAs (internal and external) by proactively managing requests with appropriate partners. Leading and managing onboarding requests with support from your team leader or internal partners, as necessary.

• Portfolio dimensions: (a) 2/3 or more of portfolio comprised of low complexity and 1/3 or less of portfolio comprised of high complexity and (b) Lighter/heavier portfolio dependent on market .Identify and recognize sales opportunities and refer them to appropriate partners to further client penetration/increase in share of wallet. By way of dealing with high-touch clients and as a core member of the relationship team, team members are tasked with regularly engaging with clients on the phone to address requests/questions/concerns to provide an elevated level of service.

• Support assigned Clients, Cash and/or Relationship Managers in Commercial Banking by: Acting as a primary contact for an assigned base of clients on general support inquiries and requests. Working closely with RMs, CMs and other internal stakeholders to support client requests. Ensuring submissions to partners are full and complete, in an effort to reduce repetitive touch points both internally, with clients and with partners. Working with clients directly to help answer commonly asked questions and inquiries on items such account inquiries, account entitlements, capabilities of products, services and more. Maintaining an organized record of requests to measure the progress of outstanding/overdue items and providing clients/internal stakeholders, with updates on the status of requests. Following up with internal groups on outstanding requests, escalating to members in Client Sales Support or partner groups as necessary, to ensure timely completion of overdue items. Identifying areas for cross-sell opportunities and subsequently, engaging Cash Managers to drive incremental growth opportunities

• Cross-Functional relationships: Regular contact with CIBC partners such as CIBC Business Client Centre, Commercial Banking groups, Retail Operations, Branch Network, and more to support client activity. Work closely with senior leaders with Client Sales Support and Onboarding, as well as frontline relationship teams. This job interacts on a regular basis with external clients by phone and email to obtain information to fulfill the client’s request, as a core member of the relationship team.

• Job dimensions: Supports multiple Commercial Banking and Large Corporate clients based on segment and market specializations. Providing excellent client service while managing pressures & priorities generated externally and internally. Learning and developing a full working knowledge of all the products, tools, policies and processes to support ongoing client requests.

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. Developed interpersonal relations to establish and maintain relationships with clients, business partners and colleagues. Solid communication skills both written and verbal. Well-developed judgment, decision making and problem solving skills with ability to interpret/adapt procedures and/or approaches to issues or concerns. Well-developed written and verbal communication skills sufficient to provide clear information to colleagues and clients while conveying messages of varying complexities in a professional manner.

• You can demonstrate your developed knowledge of Cash Management products and services, including the processes and procedures necessary to implement products and services. Basic knowledge of CIBC processes and groups. Basic knowledge of Cash Management Online, eCIF, Management Information Facility (MIF). Developed knowledge of account and AML documentation and process for preparation. Developed knowledge of MS Office suite

• You’re goal oriented. You’re motivated by accomplishing your goals and delivering your best to make a difference. Ability to manage multiple activities with varying levels of complexity under tight time constraints without errors. Problem-solving techniques and the ability to generate solutions and decide quickly on courses of action, while achieving desired objectives, with the aim of both fulfilling clients’ needs and strengthening the bank’s position as an industry leader

• Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability. 

• You're fluent in French and English to serve our clients in the community. 

What CIBC Offers

At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.

• We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, and MomentMakers, our social, points-based recognition program.

• Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.

• We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.

*Subject to plan and program terms and conditions

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.careers-carrieres@cibc.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.