Remote, Bilingual Chat Specialist - Montreal Contact Centre
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 join CIBC’s Chat & Social Media Contact Centre team. As a Bilingual Chat Specialist, you’ll play a key part in supporting the Contact Centre strategic objectives along with other lines of businesses such as Telephone Banking & Credit Card Services. You’ll ensure an optimal client experience when using our online and mobile banking channels. You’ll be responding to customer inquiries, complaints, guidance and trouble shootingce.
We have embarked on an Agent@Home remote work program. All employees are required to meet the Agent@Home program requirements and be able to attend your primary work location within two hours’ notice for any business related purposes.
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)
We want to hear from you if:
You go the extra mile, because it’s the right thing to do.
You are ambitious and you love to learn.
You are motivated to make a difference.
You love to surround yourself with people who challenge you.
You bring the best of yourself to work
You are fluent in English and French (oral and written), to support business operations outside of Quebec, Canada
If this sounds like you, but you’re not sure if you’re ready to be on the frontlines of client service, we’ve got you covered. You’ll begin your journey with an industry-leading paid training program that runs about 4 weeks.
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 20 days of virtual training - typically from Monday to Friday, 9:00 a.m. to 5:00 p.m.
It’s hands-on, so you’ll get the real-life experience you need to rise to the challenge.
A quick note on your availability – our Contact Centre is open Monday to Friday, from 7:00 am to Midnight and Saturday and Sunday from 9:00 am to 6:00 pm . We’d like for you to be flexible between these hours. Please note that this is a full time and a part time role and the start date is October 17th, 2022. This is a full time position with a 5 weeks training period.
How You'll Succeed
Get comfortable connecting on a personal level. Don’t be afraid to draw from your own experiences to help our clients.
Be the best listener. Make sure our clients’ feel heard, no matter what the issue.
You’ll deepen relationship and quickly resolve issues by responding to customer inquiries or complaints through e-mails and our click to chat service.
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’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 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 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 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.firstname.lastname@example.org
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.
Montreal-1155 Rene Levesque
Building Trust, Business, Business Operations, Creativity, Customer Experience (CX), Customer Service, Personal Development, Problem Solving, Teamwork, Virtual Training