Contact Centre Representative (Credit Counsellor, Client Account Management)

Join CIBC's Client Account Management Department as a Credit Counsellor.,Connect with clients to discuss repayment options for outstanding debts.,Assess client profiles and ask questions to understand reasons for payment delinquency.,Ensure clients are aware of contractual terms and conditions.,Offer solutions to prevent further delinquencies.,Engage with clients to understand priorities, advise on solutions, and provide financial plans.,Utilize knowledge of cash management, credit, investment, and wealth protection.,Respond to incoming/outbound calls professionally and empathetically (Call Ownership).,Effectively obtain information and use networks to solve client problems.,Thrive in a metrics-driven environment, performing well based on key metrics and coaching.,Capture accurate information across multiple systems while engaging clients (Multitasking Efficiency).,Maintain effective communication and seamless service delivery in a fast-paced environment.,Ability to work independently as an Agent @ Home with a secure workspace (if working remotely).,Wired Internet connection with minimum 15 mbps download and 10 mbps upload speed (no satellite internet) for remote work.,Legally eligible to work in Canada.,Flexibility with work hours, including evenings and weekends.

Client-first mindset to find the right solutions.,Passion for continuous learning and knowledge growth.,Driven to succeed and achieve goals in a metrics-driven environment.,Passionate about people, building trust, and understanding diverse perspectives.,Adherence to CIBC values: trust, teamwork, and accountability.

Must be able to attend primary CIBC location within two hours upon request (for Agent@Home program).,Flexibility for shift-oriented role, including evenings and weekends.