Bilingual Sales & Service Specialist Job Listing at CIBC in Montréal, CA-QC (Job ID 12008975)

CIBC Group of Companies


Location: Montréal, CA-QC
Application deadline: None
Type: Not specified
Career Level: Associate
Salary Range: Not specified
Number of Jobs: 1
Relocation Available: No
Show all jobs for CIBC
Finance, Banking
CIBC is a leading
Canadian-based global financial institution. Through our three
major businesses – Retail and Business Banking, Wealth Management
and Wholesale Banking – we provide a full range of financial
products and services to 11 million individual, small business,
commercial, corporate and institutional clients in Canada and
around the world. We invest in our businesses, our clients,
our people and our communities to deliver consistent and
sustainable earnings to our shareholders.  To learn more about
CIBC’s Lines of Business, please visit our website.

CIBC focuses on what matters to our employees –
access to career and development opportunities, safe and healthy
workplaces, effective training, and positive work-life balance – so
that employees are able to perform at their best, contribute to
their communities and focus on cultivating deeper relationships
with our clients.
Every year, CIBC is recognized for its business
success, community commitment and employee initiatives.  We
are proud of this success and are committed to creating an inclusive
workplace and an environment where all employees can
To learn more about CIBC and the CIBC Group of
Companies please visit
Job Overview
Imagine working in a fast-paced inbound contact center
environment where you play a key role in helping your clients
achieve their financial goals through effective management of their
credit card products and services.  At CIBC, you will enjoy an
exciting sales and service career with our Card Products Division
that is both personally and professionally rewarding, and offers
great opportunities for career growth.  Every day, you’ll have
the opportunity to provide an exceptional client service experience
by going above and beyond to strengthen and build client
loyalty.  Most importantly, you will feel good about the fact
that you play a key role in helping your clients achieve what
matters to them.  

Are you a person that would: 
-Thrive in an environment of providing world-class
customer sales and service?
-Enjoy providing information to existing and
potential customers via telephone regarding CIBC’s suite of card
products, features and services?
- Be motivated to achieve superior sales and
service results?
- Meet sales targets by recognizing opportunities
through the active promotion and selling of the products and
services that matter to our customers?
If you answered yes then CIBC Card Products is a
great place to be! We are the Customer Acquisition and Retention
Excellence Team, or C.A.R.E. for short! The Sales and Service
Specialists are required to handle inbound telephone inquiries from
existing and prospective clients. Each call is viewed as a
potential opportunity to sell from CIBC’s suite of card products.
In this fast-paced, highly aggressive sales environment,
Specialists are responsible for contributing to CIBC’s bottom line.
By creating a Positive Memorable Customer Experience (PMCE) at each
and every contact, we can increase profitability and build on
acquisition. Sales and Service Specialists will also be required to
engage existing clients in sales conversations in an outbound
capacity. Through these conversations our goal is to build customer
retention and enhance the product offering while providing
value-added servicing through various campaigns offered by
Job Requirements
-Respond to inbound client calls and provide
information to existing and potential clients via telephone
regarding CIBC's full range of credit card products and services
with a focus on meeting and exceeding client expectations, building
loyalty and growing the business
- Meet customer service, sales and productivity
targets by understanding client needs, resolving issues
effectively, overcoming objections, and actively identifying
opportunities to promote and sell products, services, loyalty
programs and marketing offers
- Recognize sales opportunities and actively
promote and cross sell CIBC products and services. (Selling offers
will include but are not limited to Payment Protector and Card
- Analyze and interpret customer inquiries through
well thought out judgments, decision-making skills and product
- Resolve disputes received from clients through
creative means and ownership
- Handle multiple priorities in an ever-changing
work environment
- Provide creative solutions backed by sound
- Adapt to the changing priorities of a fast-paced
work environment
- Fulfill customer expectations while complying
with policies, practices and procedures
- Contribute to the overall success of the C.A.R.E
team, as well as work independently to achieve specified

What We’re Looking For
–        Successful candidates must exhibit CIBC’s values of trust, teamwork, and accountability
–        Candidates must have a minimum of 2 years of customer serviceexperience with the ability to assess client needs, addressdifficult situations and foster strong clientrelationships
–        Minimum one year previous sales experience in a target-drivenenvironment.
–        Must have an aptitude for sales with the ability to presentneeds-based solutions to clients and overcome objections
–        Must have superior verbal and written communication andinterpersonal skills in both English and French with a professionaltelephone manner and the ability to create clear, concise andprofessional written correspondence
–        Must have demonstrated adaptability, flexibility and ability tomulti-task in an ever-changing environment
–        Must have computer literacy, strong keyboarding and internetnavigation skills in a Windows-based environment
–        Must have a commitment to punctuality and adherence to workschedules
–        Should have contact centre experience
–        Should have prior professional experience working in the financialor banking industry
–        Should have experience with credit lending and credit bureauanalysis
What you Should Know

  –         Thetargeted start date for this position is October 1st,2012
–        This is a regular full-time role with a schedule of 37.5 hours perweek 
–         Flexibilityto accommodate rotational shifts including days, evenings andweekends between the hours of Monday through Friday 7am – 11pm, andSaturday and Sunday 8am - 6pm is required
–        Training is on a full-time basis and consists of a combination ofin-class and on-the-job training for a period of 6-8weeks. Shifts may vary during training and will requireflexibility for any shift within the hours of operation notedabove
–         Annual basecompensation for this regular full-time position starts at $32, 750annually+ bonus based on performance (up to $8 000 per year) +evening premiums after 5pm, plus eligibility for annual bonusesbased on individual and business performance.

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