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CIBC Investor Services Inc – Bilingual Customer Service Representative – Pool of candidates

CIBC

This is a Contract position in Montréal, QC posted September 8, 2017.

Description 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 delivers 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 successes, community commitment and employee initiatives. We are proud of these successes 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. 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 President’s 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 Canada’s second largest ABM network. As a key business with CIBC Retail Markets, Distribution Services’ mandate is to create an excellent client experience whenever, wherever and however our clients choose to do business with us. Distribution Services is comprised of teams that support the various channels clients use including, telephone banking, ABMs, branch network, online banking, mobile banking and Investor’s Edge. In support of the delivery of an integrated client experience, Distribution Services also supports customer care, business controls, frontline training, performance measurement, frontline effectiveness, process engineering, and project management across Retail Markets. Job Overview In a contact centre environment, the Customer Service Representative will answer incoming calls and promptly provide detailed information to Customers inquiring about stock quotes, online support, account administration, and general questions. The ideal candidate will have a proven track record in customer service and have a passion for meeting and exceeding customer expectations. Additionally, the Customer Service Representative will be successful by recognizing and accurately assessing and responding to customer needs. What You’ll Be Doing The primary role of the Customer Service Representative is to respond to Customer inquiries and provide them with a superior service experience. Customer Service Representatives will report to a Supervisor, and are directly accountable for telephone service factors and quality calls. This is achieved by: Providing an excellent customer experience by responding to customer calls in a courteous, knowledgeable and professional manner Quickly analyzing and interpreting customer inquiries to identify customer needs Listening to customers, asking questions as appropriate to discover needs while simultaneously using keyboard/mouse information received by on-line systems (i.e. multi-tasking) Fulfilling customer expectations in ways that also comply with policies, practices and procedures Identifying and resolving complaints, influencing to achieve a solution which is mutually satisfactory to the customer Accurately assessing and responding to customer needs, using sound judgment and flexibility when recommending appropriate options/solution What We’re Looking For Excellent communication and listening skills Fluency in English & French (Cantonese and/or Mandarin would be a definite asset) Proven customer service skills, preferably in a call centre environment Computer literacy in a Windows environment Multi-tasking skills Good telephone skills Good problem solving and decision making ability Adaptability & flexibility Good organization and time management skills; must be able to work in a fast paced environment Experience in the financial services and/or investment industry in a customer service role is preferred Preference will be given to candidates that have completed the Canadian Securities Course (CSC) What CIBC Can Offer You Competitive salary and banking benefits Career growth, development and continuous learning opportunities Opportunity to be involved in CIBC events that help our communities Click to learn more about Rewards & Recognition, Learning & Development, and Employee Community Involvement What You Need To Know The targeted start date for this position is Fall 2017. This is a 6 month temporary role with a schedule of 37.5 hours per week. Flexibility to accommodate rotational shifts including days, evenings Monday to Friday between the hours of 8:00am to 8:15pm is required. RRSP Season Exceptions. Contact Centre hours may be extended on an exception basis during RRSP season to better serve our clients. Appropriate notice will be given if the decision is made to temporarily extend office hours. It may be necessary for business reasons to change shifts with appropriate notice to the employee. Training is on a full-time basis and consists of a combination of in-class and on-the-job training for a period of 5 weeks, Monday to Friday between the hours of 9:00am to 5:00pm for a total of 37.5 hours per week Must be legally eligible to work in Canada at the location(s) specified above and, where applicable, must have a valid work permit or study permit that allows the candidate to fulfill the requirements of the role Relocation assistance is not available with this opportunity.