Customer Service Contact Centre Representative Job Listing at CIBC in Montréal, CA-QC
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 CIBCs 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.
Imagine working in a fast-paced inbound contact centre 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, youll 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.
As a Customer Service Contact Centre Representative, you will be empowered to offer prompt, accurate and detailed information through in depth knowledge of the wide range of CIBC credit card products and attached services. Representatives are accountable for resolving client issues at the first point of contact. Motivated by targets and results, you will respond to a wide range of product and service requests and inquiries from both internal and external clients. On each call, you will provide value-added servicing and sales opportunities and maintain and grow CIBCs existing customer base.
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.
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
Independently resolve disputes received from existing credit cardholders, branches, other financial institutions and potential customers
Create and send professional written correspondence to cardholders and branches regarding account issues, inquiries or changes
What Were Looking For
Successful candidates must exhibit CIBCs values of trust, team work, and accountability
Candidates must have a minimum of 2 years of customer service experience with the ability to assess client needs, address difficult situations and foster strong client relationships
Must have an aptitude for sales with the ability to present needs-based solutions to clients and overcome objections
Must have superior verbal and written communication and interpersonal skills in both English and French with a professional telephone manner and the ability to create clear, concise and professional written correspondence
Must have demonstrated adaptability, flexibility and ability to multi-task in an ever-changing environment
Must have computer literacy, strong keyboarding and internet navigation skills in a Windows-based environment
Must have a commitment to punctuality and adherence to work schedules
Should have contact centre experience
Should have prior professional experience working in the financial or banking industry
Should have experience with credit lending and credit bureau analysis
What you Should Know
The targeted start date for this position is August 20th 2012
This is a regularfull-time role with a schedule of37.5 hours per week
Flexibilityto accommodate rotational shifts including days, evenings and weekends between the hours ofMonday to Friday 7:00am to 12:00pm, Saturdays and Sundays between 7:00am and 10:00pm is required
Training is on a full-time basis and consists of a combination of in-class and on-the-job training for a period of 6 to 8 weeks. Shifts may vary during training and will require flexibility for any shift within the hours of operation noted above
Annual base compensation for this regularfull-time position starts at31,800 annually, plus eligibility for annual bonuses based on individual and business performance.
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