Customer Service Representative CIBC

Customer Service Contact Centre Representative



About Us

CIBC is a leading Canadian-based global financial institution. Through our three major businesses – Retail and Business Banking, Wealth Management and Wholesale Banking – we provide a full range of financial products and services to 11 million individual, small business, commercial, corporate and institutional clients in Canada and around the world. We invest in our businesses, our clients, our people and our communities to deliver consistent and sustainable earnings to our shareholders.


CIBC delivers access to career and development opportunities, safe and healthy workplaces, effective training, and positive work-life balance – so that employees are able to perform at their best, contribute to their communities and focus on cultivating deeper relationships with our clients.


Every year, CIBC is recognized for its business successes, community commitment and employee initiatives.  We are proud of these successes and are committed to creating an inclusive workplace and an environment where all employees can excel. To learn more about CIBC’s Lines of Business, please visit our website.




Job Description


Hours of Operation:

Monday to Friday 7:00am-12:00am/ Saturday & Sunday 7:00am-10:00pm


750 Lawrence Avenue West, North York


The Customer Service Contact Centre Representative will respond to incoming telephone inquiries in a pleasant, courteous, knowledgeable, professional manner; linking all aspects of the call and within the expectations of the National Quality Guide. Act in an empowered manner to be the one-point-of-contact for the customer, providing quality service and relevant sales offers that surpass the customers’ expectations.


Take full ownership of the call and ensure all follow-up activities are processed and recorded. Recognize, analyze, and interpret customer inquiries to establish objectives. Identify customer’s needs, and independently resolve disputes received from existing credit cardholders, branches, other financial institutions and potential customers regarding the various CIBC card products, services and promotions. Listen to the customer’s questions or concerns to identify, investigate and resolve, or take action to resolve the issue(s) using empowerment, well thought out judgments, decision making skills and product knowledge.




  • Actively sell CIBC credit card products and services by presenting new marketing offer campaigns to customers and close the sale by presenting all relevant feature/value/benefit statements, handle customer objections and asking for the sale.

  • Actively recognize opportunities to promote, up-sell and cross-sell other existing CIBC products and services. Actively present customers with sales offers as a means of preventing attrition and ensuring customer retention. Recognize, analyze, interpret and address any questions or objections the customer may have about a marketing offer campaign to ensure the customers satisfaction and further promote the sale.

  • Value added servicing for Telephone Banking, PC Banking, ABMs, Convenience Cheques for balance transfers, email servicing, IVR functionality, etc.

  • Explain or clarify procedures associated with the acquisition, operation and maintenance of all of CIBCs various credit card products including promotions or contests associated with these products. Gather required information on the customers’ needs and financial circumstances and recommend appropriate product(s) best suited to meet those needs and the customers’ ability to sustain the debt.

  • Prepare written correspondence to cardholders and branches regarding interest, cancellations, disputed transactions, address changes, payments, card requests, statement requests, sundry fees, credit rating, foreign exchange and any other VISA related inquiries ensuring accurate information regarding policies and procedures.

  • Resolve credit inquiries utilizing the most current Review, Secured, Duplication, Missing and verification rules in conjunction with Credit Bureau and financial analysis to assist in the final decision.

  • Process credit limit increases as requested by cardholders and branches, using sound judgment skills and empathy when reviewing or responding to declined requests. Identify opportunities to decrease turnaround time of processing applications and limit increases.

  • Analyze each customer situation to negotiate interest and annual fee reversals, money order requests and missing payments that meet both the customer and the business objectives.

  • Actively participate as a member of a team by providing feedback to colleagues regarding problems our customers are facing and provide recommendations for solutions, training and supporting new representatives so that they develop the skills required to do the job, and to work effectively with others, becoming involved in teams/committees.

  • Develop and maintain the skills to do the job by actively pursuing opportunities to regularly update knowledge about new products, procedures and changes to existing sales promotions to answer customer inquiries and present sales offers accurately and efficiently.



  • Excellent customer service and selling skills resulting from superlative interpersonal relations using highly developed verbal skills, the ability to assess client needs and address difficult situations while fostering good customer relations and the ability to deal effectively with individuals at all levels.

  • Highly developed written communication skills demonstrated by the ability to complete written correspondence to customers and respond to customer inquiries in a clear, concise and professional manner.

  • Knowledge of various communication media and their appropriateness for conveying different messages and the ability to present information in written form in the most appropriate manner to meet and satisfy the customer need.

  • Knowledge and experience in credit lending and Credit Bureau analysis.

  • Ability to effectively overcome objections and resistance to reach mutual resolution and view these opportunities to present marketing offers.

  • Strong problem solving techniques, with the ability to take ownership, and the ability to ask relevant questions and define the root cause of a problem/issue, generate solutions, decide on a course of action and be accountable for actions and decisions and be confident in the ability to support decisions which ultimately may be the right thing to do but are outside of the regular guidelines of the business.

  • Good influencing/negotiating skills. Knowledge of how to influence and the process of negotiation, and the ability to apply the knowledge to gain assistance, support and commitment to desired objectives with customers and colleagues. Good time and self-management skills. Ability to manage own time and commitments, stress, work style and self-development.

  • Knowledge of computers (MS Office package), systems and programs (CIBC & CPD Banking systems) and the ability to use them in accomplishing tasks.

  • Developed multimedia communication skills, including Internet, e-mail, and other ecommunication is a desired asset.



What CIBC Can Offer You

  • Flexible health benefits, stock purchase plan, competitive incentive pay and recognition programs

  • Competitive salary and banking benefits

  • Career growth, development and continuous learning opportunities

  • Opportunity to be involved in CIBC events that help our communities

  • Click to learn more about Rewards & Recognition, Learning & Development, and Employee Community Involvement

What You Need To Know

  • Flexibility to accommodate rotational shifts including days, evenings and weekends

  • The targeted start date for this position is March 2017

  • Training is on a full-time basis and consists of a combination of in-class and on-the-job training for a period of 2 months. Shifts may vary during training and will require flexibility for any shift within the hours of operation noted above

  • Must be legally eligible to work in Canada at the location(s) specified above and, where applicable, must have a valid work permit or study permit that allows the candidate to fulfill the requirements of the role


Job type


Apply Information

  • Directly through the CIBC Careers website:, with a copy of your resume