Customer Service Contact Centre Representative

• Company

  CIBC

• Location

  Canada-QC-Montreal

• Remuneration

  $32,500

• Position Type

  Contract

• Employment type

  Full time

• Updated

  15-Nov-2013

• eFC Ref no

  1308221

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As a Customer Service Representative, you will offer prompt, accurate and detailed information through in depth knowledge of the wide range of CIBC credit card products and attached services.

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, you’ll 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 CIBC’s existing customer base.

Job Requirements

• 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

Qualifications

What We’re Looking For

• Successful candidates must exhibit CIBC’s 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 December 9th 2013
• This is 8 month contractual role role with a schedule of 37.5 hours per week
• Flexibility to accommodate rotational shifts including days, evenings and weekends between the hours of Monday 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 position starts at $32,500 annually.

To be considered for this role, visit cibc.com/careers and apply under job number 13025559.

For other great career opportunities, visit cibc.com/careers.