Contact Centre Representative (Cards, Costco, Remote) - Bilingual

Canadian Imperial Bank of Commerce; Quebec; Remote; CAD 50,000 - 55,000; Full time

Job summary

CIBC is looking for a bilingual Contact Centre Representative who will engage with clients to support their banking needs. The role involves problem-solving, effective communication, and a strong knowledge of CIBC card products. The position allows for remote work under the Agent@Home program, ensuring flexibility. Candidates must be adept at building trust and delivering exceptional client experiences.

Benefits

Competitive salary and incentive pay

Comprehensive benefits program

Employee share purchase plan

Defined benefit pension plan

Qualifications

• Fluent in French and English.
• Demonstrated client engagement and problem-solving abilities.
• Strong communication skills.

Responsibilities

• Serve as the first point of contact for clients regarding banking needs.
• Resolve issues and provide personalized solutions to deepen client relationships.
• Communicate effectively in both French and English.

Skills

Call Center

Client Service

Communication

Customer Experience (CX)

Outbound Calls

Work Collaboratively

Job description

Contact Centre Representative (Cards, Costco, Remote) - Bilingual

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Contact Centre Representative (Cards, Costco, Remote) - Bilingual

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We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients.

At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.

To learn more about CIBC, please visit CIBC.com

What You'll Be Doing

As a Costco Contact Centre Representative, you will be the first point of contact for our clients. You’ll be working in a fast paced environment where you’ll use your knowledge of CIBC card products to support our clients in their day to day banking needs. You will deepen client relationships by quickly resolving issues, identifying opportunities, and providing personalized solutions.

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 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 (Internet connection can be connected to modem through hard cable (not wireless) with a minimum download speed of 15 mbps and upload speed of 10 mbps).
• Satellite internet providers are prohibited and cannot be used due to the impact on call quality and the stability of service.
  
  

The start date for this role is September 15th, 2025. Our Contact Centre is open Monday to Friday from 7:00 AM to midnight and Saturday to Sunday from 7:00 AM to 10:00 PM. You must be flexible to work between these hours which include evenings and weekends.

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. Provide support for clients by helping them to manage their accounts and products. Connect and refer clients to the right CIBC contacts to enable their financial success.
• 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. Remain solution-focused in order to identify opportunities to help our clients.
• Efficiency – Understand that the client’s time is valuable and effectively complete their request. Strong knowledge of the CIBC systems and products to allow quick resolution of problems
• Product knowledge - Deeply understand CIBC’s suite of products and work with others to ensure clients are connected to the right people and opportunities. Proactively suggest banking options that will help clients achieve their financial goals. Understand and leverage other internal departments within CIBC to assist clients with additional needs
  
  

Who You Are

• You put our clients first. You engage with the purpose of finding the right solutions. You go the extra mile because it’s the right thing to do.
• You’re passionate about people. You find meaning in relationships and surround yourself with a diverse network of partners. You build trust through respect and authenticity.
• You love to learn. You’re passionate about growing your knowledge, and you know that there is no limit to what you can achieve.
• You’re driven to succeed. You are motivated by accomplishing your goals and delivering your best to make an impact.
• You engage with your heart and mind. You care about people, and you understand different perspectives. You listen and learn from the experience of others.
• Values matter to you. You bring your real self to work, and you live our values - trust, teamwork, and accountability.
• You're fluent in French and English to support business operations outside of Quebec, Canada.
  
  

What CIBC Offers

At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.

• We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, and MomentMakers, our social, points-based recognition program.
• Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.
• We cultivate a culture where you can 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 we provide an accessible candidate experience. If you need accommodation, please contact [e-mail]
• 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, MS Office). Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.
  
  

Job Location

Quebec VIRTUAL

Employment Type

Regular

Weekly Hours

37.5

Skills

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

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Banking

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