We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients.
At CIBC, we embrace your strengths and your ambitions so you feel empowered at work. Our team members have what they need to make a meaningful impact and feel truly valued for who they are and what they contribute.
To learn more about CIBC, please visit CIBC.com
What You’ll Be Doing
The Dispute and Credit Centre Representative will respond to incoming inquiries or requests from either CIBC VISA or CIBC MasterCard customers in a pleasant, courteous, knowledgeable and professional manner. DCC Representatives may also be assigned to make outbound calls to clients to resolve clients disputes, educate the client on the dispute handling process or to request additional information from the client. You must be available to start on Tuesday, August 3rd, and will be working on site at 750 Lawrence Ave.
This is a full-time role that requires flexibility as your hours will be based on Contact Centre hours
You must be flexible to work evening shifts including weekends and holidays
Contact Centre business hours are from Monday to Sunday, 7:00AM – 12:00AM.
You must be available for up to 6 months which include 12 weeks of mandatory paid training. Training schedule will fall within our Contact Centre business hours
CIBC is transitioning to an Agent @ Home model, for this role you may be required to work from home at some point in this process. The expectation and details will be confirmed if you moved through the recruitment process. Even though this role may be a remote position - the expectation is that you must be able to attend your primary CIBC location within two hours upon request (e.g. technology/service outages, Business Contingency Planning, team meetings, celebration, events, etc.)
We want to hear from you if:
You must be willing and able to participate in the CIBC Agent @ Home program
You go the extra mile, because it’s the right thing to do.
You are ambitious and you love to learn.
You are motivated to make a difference.
Y ou love to surround yourself with people who challenge you.
Y ou listen and learn from the diverse experience of others.
You bring the best of yourself to work.
Agent @ Home Program Requirements
Ability to work independently as an Agent @ Home with a secure workspace, in a room or office with a door that closes it off from noises and distractions.
Wired Internet connection, capable of continuously supporting excellent call quality and high-speed response rate (Internet connection can be connected to modem through hard cable (not wireless) with a minimum download speed of 15 mbps and upload speed of 10 mbps)
How You’ll Succeed
Call Ownership – Respond to incoming calls or make outbound calls. Take complete ownership of calls in a friendly, courteous and professional manner.
Data Collection – Gather information as required by Visa and MasterCard Operating Regulations to process and support chargeback. Request and send customer correspondence and follow up with customers when necessary.
Decision Making – Resolve credit card application inquiries by utilizing current Review, Secured, Duplication, Missing and Verification rules. Processing credit limit change requests while using clear and empathetic judgements.
Who You Are
You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it’s the right thing to do.
You love to learn. You’re passionate about growing your knowledge, and you know that there is no limit to what you can achieve.
You’re driven to succeed. You are motivated by accomplishing your goals and delivering your best to make an impact.
You’re passionate about people. You find meaning in relationships, and surround yourself with a diverse network of partners. You build trust through respect and authenticity.
You engage with your heart and mind. You care about people and you understand different perspectives. You listen and learn from the experience of others.
Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.
What CIBC Offers
At CIBC, our people are our greatest asset. You’ll become part of a diverse community that acknowledges everyone’s unique talents, and empowers teams to do what’s right for the client, and to do it well. As part of our team, you will:
Thrive: Benefit from an open and approachable culture that provides the flexibility and support you need to integrate your life at work and at home
Connect : Work in a place where the right technology and infrastructure fosters innovation, collaboration and creativity
Develop: Grow your skills and career through our best-in-class onboarding experience, ongoing learning opportunities, individual development planning, and comprehensive product training
Prosper: Share in our collective success with a competitive salary, incentive pay, banking benefits, health benefits program, and employee share purchase plan
What You Need to Know
CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation during the application or interview process, please contact Mailbox.firstname.lastname@example.org
You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit
Toronto-750 Law Ave. W., W1