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Business Unit Description:
Retail Markets provides a full range of financial products and services to almost 11 million personal, business and wealth clients, as well as investment management services globally to retail and institutional clients.
CIBC Retail Markets has a broad distribution network serving clients through close to 1,100 branches, as well as CIBC Wood Gundy offices and Presidents Choice Financial in-store pavilions. Clients also have 24/7 access to telephone banking, online and mobile banking and online brokerage, as well as to Canadas second largest ABM network.
Relevant Job Criteria:
- Part-Time: 25 hours per week.
- Work days: Monday to Saturday.
1. Resumes must be submitted online only, through the (RMS) Recruitment Management System.
2. Late submissions will not be accepted.
3. If you are a CIBC employee and wish to refer someone for this position, please register your referral as per the Talent Scout guidelines. Your referral must apply through the website.
4. CIBC thanks all applicants for their interest however only those selected for an interview will be contacted.
Welcome and greet clients entering branch and ABM lobby, and direct or refer as appropriate.
o Acknowledge and greet clients and inquire about their immediate needs.
o Fulfill clients basic financial and transactional banking needs.
o Discuss client goals and conduct Life Goal conversations using the tools available to identify opportunities to promote additional solutions, and make referrals.
o Contact clients by phone to book appointments to discuss their needs and raise awareness of the new branch and offers that may be a benefit to the client.
o Complete after sales and service activities.
o Actively listen to client issues, demonstrate empathy and utilize the Problem Resolution Code every time they share a concern.
o Complete Service Commitment and follow up with client to ensure satisfactory resolution, when appropriate.
o Ensure clients are comfortable and have the assistance and information they need while using ABM, on-line banking, Telephone Banking, or while waiting for service.
o Ensure that client needs were met and thank them for their business at the conclusion of their visit to the branch.
Process sales and service transactions and complete required documentation.
Complete risk activities according to CIBC risk policies and procedures.
Actively promote CIBCs new branch, products and services, and keep up to date on relevant programs, focus-period promotions and client offers.
Ensure compliance with all CIBC regulatory training as required. Ensure these programs and policies are applied consistently across the business. The incumbent is personally responsible for compliance with all such regulatory and governance programs.
Well-developed transaction processing sufficient to accept deposits, withdrawals, process foreign transactions, cables, drafts, foreign accounts and to apply service charges.
Well-developed account maintenance skills required to process account opening, cheque ordering, changes of information, interest rate changes, payment frequency changes and look-ups.
Basic product and procedural knowledge to fulfill client transactional banking and financial needs.
Ability to explain and fulfill additional services such as self-service banking and safety deposit boxes.
Basic knowledge of CIBC vision and values.
Basic compliance knowledge to understand limits of authority, CIBC standards, policies and procedures for opening accounts, disclosures, defalcation, key controls, money laundering, privacy and client confidentiality.
Basic knowledge of PC software and mainframe applications sufficient to enter and access customer information (e.g., CIF, COINS, CBFE, SM@RT, BAS, CLASS, IPS, OUTLOOK, WORD, operate in a Windows environment).
Basic sales skills to promote and sell straight-forward personal banking products and services.
Developed interpersonal and communication skills.
Developed influencing and negotiating skills.
Basic problem solving skills sufficient to identify, analyze and generate alternatives to address and resolve client problems.
Time and self-management skills sufficient to plan, prioritize and organize work and meet deadlines.
Initiative, Teamwork & Partnering, Communication, Relationship Building, Service Orientation, Impact & Influence
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