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Customer Service Representative

CIBC Calgary, Canada

Customer Service Representative

CIBC Calgary, Canada

Customer Service Representative

CIBC Calgary, Canada
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Location: Whistler, CA-BC
Application Deadline: None
Type: Not specified
Career Level: Associate
Salary Range: Not specified
Number of Jobs: 1
Relocation Available: No


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

Job Overview
The Senior Financial Services Representative, Whistler supports the Branch Manager in achieving outstanding results in the areas of growth, revenue and client satisfaction by providing exceptional sales and service to new and existing clients. The role meets immediate and long term business objectives by understanding client needs and/or identifying opportunities to further deepen the CIBC relationship. In addition to sales, this role meets clients’ transactional needs by processing transactions, balancing cash holdings according to CIBC policies and procedures, addressing client concerns, resolving problems and uncovering additional client needs. The emphasis is on ensuring clients’ investment, financial and credit related needs are met by providing a comprehensive Retail Banking offer or by making a formal introduction to the appropriate Imperial Service and Business Banking colleagues. Additionally, this role may also act as the Branch Manager when the Branch Manager, Whistler is away.

Job Requirements
- Work with the Branch Manager to develop and execute weekly and long term sales/marketing plans to attract new clients to the branch and consolidate and retain existing clients.
- Demonstrate a strong understanding of the CIBC suite of products and services; partner with other business segments as appropriate to meet client needs.
- Proactively call client leads to book meetings, enter new sales opportunities in the branch pipeline for future action.
- Greet walk-in clients and other clients referred by business partners to identify and fulfill client’s immediate and longer term needs and if required, direct them to Imperial Service or Business Banking colleagues as appropriate.
- Discuss client goals and leverage tools available (i.e. client goals worksheet Financial Health Check, Net Worth, planners).
- Participate in marketing and business development activities (i.e. client acknowledgement programs, client contact programs, client appreciation activities and charitable/community events, client seminars).
- Respond to client requests and deepening client relationships with client’s that have minimal business with CIBC.
- Adhere to established bank policies, practices, special initiatives, and procedures. Follow established guidelines and advise leader of any security concerns.
- Complete necessary risk activities and perform required due diligence as outlined in CIBC policies.
- Process valid transactions, accurately, on time and within prescribed transactional entry processing benchmarks, collecting service charges, when appropriate and obtaining authorization as required.
- Ensure compliance with all CIBC regulatory training. 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.

What We’re Looking For
- Successful candidate must exhibit CIBC’s values of trust, team work, and accountability
- Must have their CIFC or CSC prior to start date
- Well developed interpersonal skills to understand how to establish and maintain good client and colleague relationships through active listening, demonstrating empathy, diffusing emotions and resolving conflicts.
- Well developed problem solving skills sufficient to systematically identify, analyze and generate alternatives to address/resolve client issues/problems.
- Well developed time and self management skills to effectively organize self and meet deadlines
- Well developed sales and business development knowledge sufficient to promote and sell a full range of products (i.e., RSPS, GICS, mutual funds, loans, mortgages, credit lines, collateral mortgages, etc.).
- Well developed product knowledge processing for basic personal deposit accounts, credit products and services, investments, mortgages, and lines of credit. Ability to explain and sell self-service banking products (i.e., On-line banking, mobile banking, bank machines, Interac Direct Payment, Telephone Banking). Knowledge of estate accounts sufficient to open and administer accounts.
- Ability to identify current and future potential client needs and sales opportunities in short conversations and make client introductions to partners ensuring the client understands the benefit of meeting with colleagues. Ability to uncover the opportunity for further consolidation and referral opportunities. Proactively promote and sell products and service to clients.
- Developed CIBC knowledge of vision and values. Understanding of branch routine and operations of CIBC departments (IE, Business Control Group, Investors Edge, RSP, VISA, Retail - Small Business Lending, Intria, and Telephone Banking) including CIBC policies (client privacy), operational procedures and guidelines sufficient to process client documents, address client inquiries and/or refer to the appropriate source.
- Well developed influencing and negotiating skills to interview clients to elicit personal information and sell and/or promote CIBC products to meet client needs. Ability to convince clients that CIBC
has the financial solutions to meet their needs and influence the client to move business to CIBC from other competing financial institutions when clients have only minimal business with CIBC.
- Well-developed account maintenance skills required to complete and process account/CIF opening, cheque ordering, and changes of information, interest rate changes, payment frequency changes and look-ups. Understanding of transferring accounts, overdrafts, estate accounts, dishonored items, powers of attorney and service check-ups.
- Developed compliance knowledge to understand limits of authority (i.e. delegation letters, overrides), CIBC standards policies and procedures for opening accounts, disclosures, defalcation, key controls, money laundering, privacy and client confidentiality. 
Other Information
– Must be available to work evenings and weekends (Saturdays Sundays)
– Location: Whistler

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