Contact Centre Representative (Disputes, Costco) - 12 Month Contract

Canadian Imperial Bank of Commerce; Fredericton; Remote; CAD 35,000 - 50,000; Full time

Job summary

CIBC recherche un Contact Centre Specialist I pour son équipe Dispute and Credit Centre. Dans ce rôle, vous serez responsable de répondre aux demandes des clients concernant CIBC VISA et MasterCard, en assurant un service client de haute qualité. Vous travaillerez de manière autonome dans un cadre à distance et devez être flexible quant aux horaires.

Qualifications

• Capacité à travailler de manière autonome dans un espace privé.
• Connexion Internet filaire avec une bande passante minimum.
• Disponibilité pour travailler entre 8h00 et 00h00 EST.

Responsibilities

• Répondre aux appels entrants et résoudre les problèmes de litiges.
• Engager des interactions axées sur le client et fournir des conseils.
• Collecter des informations requises pour le traitement des réclamations.

Skills

Client engagement

Call ownership

Data collection

Decision making

Job description

What you'll be doing

As a member of CIBC’s Dispute and Credit Centre team, the Contact Centre Specialist I, Cards Representative will respond to incoming inquiries or requests from either CIBC VISA or CIBC MasterCard customers in a pleasant, courteous, knowledgeable and professional manner. DCC Representatives may also be assigned to make outbound calls to clients to resolve client's disputes, educate the client on the dispute handling process or to request additional information from the client.

We have embarked on an remote work program. All employees are required to meet the 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 (ie. 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 (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.

Please note that the start date for this position is Sept 15th, 2025(expected end date of Sept 11th, 2026) and is a full time temporary (fixed term) position. Our Contact Centre is open from Monday to Sunday, 8 : 00 AM to 12 : 00 AM EST. We’d like for you to be available and flexible between these hours.

How you'll succeed

Client engagement - Engage in client-focused interactions that are meaningful and deliver trusted advice. Connect and refer clients to the right CIBC contacts to enable their financial success.

Call Ownership – Respond to incoming calls or make outbound calls. Take complete ownership of calls in a friendly, courteous and professional manner.

Data Collection – Gather information as required by Visa and MasterCard Operating Regulations to process and support chargeback. Request and send customer correspondence and follow up with customers when necessary.

Decision Making – Resolve credit card application inquiries by utilizing current Review, Secured, Duplication, Missing and Verification rules. Processing credit limit change requests while using clear and empathetic judgements.

Who you are

You put our clients first. You engage with the purpose to find the right solutions. You go the extra mile, because it’s the right thing to do.

You engage with your heart and mind. You care about people and respect different perspectives. You listen to and learn from the experiences of others.

You’re goal oriented. You’re motivated by accomplishing your goals and delivering your best to make a difference.

You love to learn. You’re passionate about growing your knowledge, and you know that there is no limit to what you can achieve.

Values matter to you . You bring your real self to work and you live our values - trust, teamwork, and accountability.

2026-09-11

37.5

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