[Hiring] Contact Centre Representative @CIBC

Role Description

You will join the Contact Centre Investment Team as a Mutual Funds Representative. You will focus on providing an excellent client experience by recognizing opportunities to promote CIBC investment products and services that help clients achieve their financial goals. You will be responding to client inquiries related to mutual fund and fixed term investments and provide detailed and in-depth information on products and services.

The start date for this role is November 23, 2026. Our Contact Centre is open Monday to Friday from 08:00 AM to 08:00 PM. This is a full-time and shift-oriented role. We would like for you to be flexible between these hours.

At CIBC, we enable the work environment most optimal for you to thrive in your role. You can effectively perform all work activities remotely and will only be required to be on-site on an occasional basis. 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.

Agent @ Home Program Requirements

• Ability to work independently in a private and quiet workspace (i.e., in a room or office with a door that closes)
• 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: Build rapport and establish positive working relationships with clients by using discovery questions and industry standard Know Your Client (KYC) questions to determine client needs and provide information on the right investment products or services.
• Product Knowledge: Provide detailed, factual and/or technical information on Savings, Income, Growth, Index and Managed Portfolio Solutions for various Mutual Fund account types. Open new Mutual Funds accounts and complete Mutual Fund transactions on existing accounts, including purchases, redemptions and transfers (buying and selling) from one fund to another by following all CIRO rules and regulations and completing a KYC before each interaction.
• Problem Solving: Listen, ask questions, and put yourself in the client’s shoes. Act like an owner by taking accountability for client issues, and know when to lean on others to find the right solutions. Recognize and act on opportunities to engage clients in discussions of additional CIBC products and services.

Qualifications

• You put our clients first.
• You engage with purpose to find the right solutions.
• You’re driven to succeed.
• You give meaning to data.
• You’re a certified professional (CIRO).
• You have current accreditation and remain in good standing in The Canadian Securities Course (CSC)/Canadian Investments Funds Course (CIFC) on an ongoing basis and must meet eligibility requirements for CIRO licensing.
• Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.

Benefits

• Competitive salary and incentive pay
• Banking benefits and a benefits program*
• Defined benefit pension plan*
• Employee share purchase plan
• Vacation offering and wellbeing support
• MomentMakers, our social, points-based recognition program
• Culture that allows you to express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.

*Subject to plan and program terms and conditions

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]
• CIBC is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.
• 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.
• We may ask you to complete an attribute-based assessment and other skills tests (such as simulation, coding, French proficiency).
• We use artificial intelligence tools during the recruitment process.

Job Location

Toronto-20 Dundas St. W., 6th

Employment Type

Regular

Weekly Hours

37.5

Skills

• Call Center
• Client Service
• Communication
• Inbound Calls
• Mutual Funds
• Telephone Banking
• Work Collaboratively