Credit Counsellor Job Listing at CIBC in Montréal, CA-QC

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 excel.
 
To learn more about CIBC and the CIBC Group of Companies please
visit CIBC.com. 
 
Job Overview
 
Imagine working in a highly empowered contact centre environment
where you have the ability to provide advice to clients that helps
them better meet their financial obligations and achieve their
financial goals.  As a Credit Counsellor with CIBC National
Collections, you will enjoy an exciting career that is both
personally and professionally rewarding, and offers great
opportunities for career growth. Every day, you’ll have the chance
to make a difference in our clients’ lives and feel good about what
you do.

As a Credit Counselor, you will employ a customer-centric approach
that will allow you to play a key role in providing financial
counseling to clients whose debts are not being managed or
liquidated satisfactorily. You will use strong relationship
building skills to establish rapport and trust with customers and
maintain customer loyalty. Using a high level of product knowledge,
analytical, communication and selling skills, you will offer high
quality client service to select the most appropriate solutions for
resolving your clients’ problem contractual debts.  Most
importantly, you will help your clients regain their financial
stability and achieve what matters to them.
 
To help you determine whether this position is a match to your
skills and interests, please take approximately 90 seconds to watch
the following job preview.

Job Requirements
 
–         Develop high
quality, service-oriented relationships with clients to provide a
variety of products and repayment options to potentially resolve
outstanding debts and offer advice to prevent further
delinquencies
–         Employ highly
effective problem solving and analytical skills to arrive at
decisions that balance meeting client needs with addressing the
root cause of delinquency and minimizing overall risk to CIBC
–         Respond to and
investigate customer queries, providing accurate information
related to billing, payment terms, contractual obligations, etc.
and proactively resolve any discrepancies
–         Ensure clients
understand the terms and conditions of their contractual
obligations, responds to customer inquiries and, where appropriate,
arranges to provide additional information either through branch,
telephone or written correspondence to achieve mutually
satisfactory arrangements

What We’re Looking For
 
–         Successfulcandidates must exhibit CIBC’s values of trust, team work, andaccountability
–         Candidates musthave a minimum of 1 year of customer service and/or collectionsexperience, preferably in a call centre environment
–         Must havesuperior verbal communication, listening and interpersonal skillsin both english and french with a professional telephonemanner in order to deal effectively with customers, challenginginteractions and sensitive situations
–         Must have strongorganization, negotiation and decision making skills with ademonstrated ability to problem-solve and think analytically
–         Must havemathematical aptitude and special emphasis on attention todetail
–         Must havecomputer literacy, strong keyboarding and internet navigationskills in a Windows-based environment
–         Must havedemonstrated adaptability, flexibility and ability to multi-taskand work independently in a busy, fast-paced environment
–         Must have theability to display empathy and resiliency while effectivelymanaging sensitive and stressful situations
–         Must havedemonstrated adaptability, flexibility and ability to multi-taskand work independently to make decisions and negotiate in a busy,fast-paced environment
–         Should haveworking knowledge of federal and provincial regulations regardingbank lending and collections and bankruptcy laws
–         Should haveknowledge of financial counseling and receivables managementpractices and techniques
–         Should haveworking knowledge of federal and provincial regulations regardingbank lending and collections and bankruptcy laws
–         Should havein-depth product and procedural knowledge related to CIBC products,services and computerized systems
 
 
What you Should Know
 
–         The targetedstart date for this position is October 23rd2012
–         This is aregular part-time role.
–         Flexibility toaccommodate rotational shifts including days, evenings andweekends between the hours of Monday to Friday from 8am to8pm and Saturday from 8am to 4pm is required.Candidates will be required to work Monday to Friday from 4pm - 8pmand Saturdays from 8am - 4pm for a total of 15.5 to 27.5 hours perweek .
–       Training is on afull-time basis and consists of a combination of in-class andon-the-job training for a period of 7 weeks- Tuesday to Fridayfrom 12pm to 8pm and Saturday from 8am to4pm.  Shifts may vary during training and willrequire flexibility for any shift within the hours of operationnoted above.