[Hiring] Contact Center Representative @CIBC

Role Description

As a member of CIBC’s Contact Centre Credit Cards Department, you will be the first point of contact for clients calling in with questions or requests related to their banking needs, answering incoming calls from our credit cards clients as well as calls transferred from other departments.

As a Contact Centre Specialist II, Cards CARE you will:

• Assist clients with their credit cards operations and inquiries.
• Identify client needs and proactively suggest solutions to help them achieve their financial goals.
• Demonstrate solid written, verbal, and interpersonal skills.
• Obtain complete information on clients’ issues and summarize and verify the facts.
• Support best practices by providing information and solutions regarding CIBC’s credit card products and services.
• Assist clients with application and cancellation requests.

The role receives general instructions on routine work and requires limited direction, collaborating to find simple solutions that make it easy for clients to bank with us.

You can effectively perform all work activities remotely, and will only be required to be on-site on an occasional basis.

Please note that the start date for this role is November 23, 2026.

Our Contact Centre is open Monday to Friday 7:00AM to Midnight, Saturday-Sunday 7:00AM to 10:00PM. This is a full-time and shift-oriented role, and flexibility between these hours is required.

We have embarked on an Agent@Home remote work program. All employees are required to meet the Agent@Home program requirements and be able to attend your primary work location within two hours’ notice for any business-related purposes.

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 (minimum download speed of 15 mbps and upload speed of 10 mbps).
• Satellite internet providers are prohibited due to the impact on call quality and the stability of service.

How you'll succeed

• Client engagement: Focus on each client experience and connect on a personal level to offer an exceptional client experience. Engage in client-focused interactions that are meaningful and deliver trusted advice.
• Problem solving: Listen, ask questions, and put yourself in the client’s shoes. Act like an owner by understanding the client’s needs and recommending solutions based on their needs.
• Efficiency: Understand that the client’s time is valuable and effectively complete their request.
• Product knowledge: Deeply understand CIBC’s suite of products and work with others to ensure clients are connected to the right people and opportunities.

Who You Are

• You put our clients first.
• You engage with purpose to find the right solutions.
• You’re passionate about people and find meaning in relationships.
• You love to learn and are passionate about growing your knowledge.
• You’re goal-oriented and motivated by accomplishing your goals.
• Values matter to you; you bring your real self to work and live our values - trust, teamwork, and accountability.

Benefits

• Competitive compensation.
• Banking benefit.
• Wellbeing support.
• Employee and family assistance programs.
• MomentMakers, our social, points-based recognition program.

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 provide an accessible candidate experience.
• If you need accommodation, please contact [email protected].
• You need to be legally eligible to work at the location(s) specified above.
• We may ask you to complete an attribute-based assessment and other skills tests.
• We use artificial intelligence tools during the recruitment process.

Expected End Date

2027-11-19

Job Location

Halifax-1809 Barrington St

Employment Type

Temporary (Fixed Term)

Weekly Hours

37.5

Skills

• Call Center
• Client Service
• Communication
• Customer Experience (CX)
• Outbound Calls
• Work Collaboratively