Senior Analyst, Client onboarding & Sales Support

Support clients within the portfolio on all day-to-day service and support requests.

Accountable to successfully onboard new Commercial Banking clients.

Perform after-sales service support to Commercial Banking customers (internal and external).

Understand client needs and coordinate/execute account maintenance and cash management solution requests.

Act as a key interface to internal partners to facilitate solutions proactively meeting client needs.

Actively engaged in maintaining relationships with various internal and external stakeholders.

Help strengthen new and existing client relationships and drive CIBC’s value proposition.

Ensure all interactions with clients and internal stakeholders contain accurate and complete information.

Provide prompt responses to questions, inquiries or issues to provide best in class service.

Act as the main point of contact for an assigned base of clients from mixed commercial segments on general support inquiries and requests.

Work closely with Relationship Managers, Cash Managers, and other internal stakeholders.

Work with clients directly to help answer commonly asked questions and inquiries on items such as account inquiries, account entitlements, capabilities of products, services and more.

Play a coaching/mentorship/SME role for new and more junior members of the team and support leadership team on an ad hoc basis when required.

Coordinate changes to account information and signing authorities as well as changes to existing Cash Management products.

Identify opportunities for cross-selling and further client penetration/increase in share of wallet.

Maintain an organized record of requests to measure the progress of outstanding/overdue items and provide clients/internal stakeholders, with updates on the status of requests.

Follow up with internal groups on outstanding requests to ensure timely completion of overdue items.

Coordinate and lead requests that involve onboarding a new legal entity for new and existing CIBC clients as well as new cash management product implementations.

Provide clients with the required documentation to be executed in order to implement the requested account & cash management solution(s).

Follow up and maintain communication throughout the transition with all partners to ensure that clients’ solutions are delivered in a timely and seamless manner.

Interpret, validate and obtain the required information to complete the necessary implementation forms for internal and external client requests.

Ensure all mandatory documentation such as Product Legal Agreements, and signed Payment Product Settlement Limit documentation (with supporting evidence of credit existence) are received prior to proceeding with the transition.

Developed knowledge of Cash Management products and services, including the processes and procedures necessary to implement products and services.

Basic knowledge of CIBC processes and groups.

Knowledge of Cash Management Online, eCIF, and Management Information Facility (MIF).

Knowledge of account and AML documentation and processes for preparation.

Ability to manage multiple activities with varying levels of complexity under tight time constraints and without errors.

Well-developed judgment, decision-making and problem-solving skills with the ability to interpret/adapt procedures and/or approaches to issues or concerns.

Ability to generate solutions and decide quickly on courses of action, while achieving desired objectives, with the aim of both fulfilling clients’ needs and strengthening the bank’s position as an industry leader.

Must be legally eligible to work at the location(s) specified. May be asked to complete an attribute-based assessment and other skills tests (such as simulation, coding, French proficiency). Awareness of artificial intelligence tools usage during the recruitment process.