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Implementation Officer, Quebec Business Contact Centre


This is a Contract position in Montreal, QC posted November 22, 2021.

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 are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.

To learn more about CIBC, please visit

Job Description

What You’ll Be Doing

The Implementation Officer, Quebec Business Contact Centre (QBCC) is accountable to perform after sales service support to GIC’s Deposits & Payments product customers, both internal and external, while understanding the customer needs.  The Implementation Officer is accountable for the execution of customer requests, providing relevant recommendations when appropriate.

How You’ll Succeed

  • Implement the maintenance and/or application of support tasks relative to GIC’s Deposit and Payments (GD&P) products such as CIBC Cash Management On-Line, Cash Flow
  • Management, Rapidtrans, Commercial ABM Deposit Acceleration and Whole Lockbox Services, ensuring all compliance and regulatory requirements have been met prior to proceeding with the requests
  • Receive requests primarily via fax and ensure all requests are logged accordingly, actioned and related product databases are updated accordingly
  • Update Call Tracker with detailed information regarding implementation process steps or resolution of issues
  • Perform outbound calls to clients and client manager to confirm implementation details
    Receive and answer inbound calls from clients, where applicable, regarding product or service issues
  • Ensure that solutions offered to the client comply with CIBC policies and regulatory requirements
  • Investigate reoccurring anomalies or irregularities to determine their frequency and cause and recommend potential solutions
  • Ensure customer inquiries and/or complaints are handled in an efficient, professional and timely manner
  • Document and refer unresolved issues to Cash Management Sales and Service Solution and/or Business Contact Centre (BCC) management, where necessary
  • Accountable for the resolutions of customer requests, the understanding of customer needs and providing relevant recommendations where appropriate
  • Ensure the successful delivery of a high standard of service while upholding compliance to internal controls and procedures within functional assigned responsibilities
  • Assist in the development and maintenance of support documentation or procedures

Who You Are

  • Bilingual – Requires ability to have a proper business conversation in both French and English, as well as proper writing skills in both languages
  • Extensive customer service skills and experience
  • Well-developed interpersonal skills
  • Excellent communications skills both written and verbal
  • Detailed working knowledge of the practices, products, services, procedures and principles relating to the Commercial Banking/GIC’s Deposits & Payments products business units, to sufficiently provide advice and interpret policies
  • Problem solving techniques and the ability to generate solutions and decide quickly on courses of action, while achieving desired objectives, with the aim of both fulfilling client’s needs and strengthening the bank’s positions as an industry leader
  • Proficient working knowledge of PC software (i.e. Word, Excel, Microsoft Outlook)

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, please contact
  • 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

Job Location

Mont-1155 Rene Levesque 330

Employment Type


Weekly Hours