Contact Centre Representative (Disputes, Credit Cards, Remote) - Bilingual

CIBC; Montreal; Remote; CAD 40,000 - 60,000; Full time

Job summary

An established industry player is seeking a dynamic Contact Centre Representative to join their remote team. This role involves engaging with clients, resolving credit card inquiries, and providing exceptional customer service. With a strong focus on relationship building, you will thrive in a supportive environment that values your contributions. Enjoy the flexibility of remote work while being part of a company that prioritizes your growth and development. If you are passionate about client service and eager to make an impact, this opportunity is perfect for you.

Benefits

Competitive salary

Benefits

Pension plan

Employee share purchase plan

Personalized recognition

Qualifications

• Fluent in French and English to serve clients effectively.
• Ability to work independently in a secure workspace.

Responsibilities

• Respond to incoming inquiries from credit card clients professionally.
• Gather information for chargebacks and process credit limit changes.

Skills

Call Center

Communication

Customer Service

Inbound Calls

Job description

Contact Centre Representative (Disputes, Credit Cards, Remote) - Bilingual

Join to apply for the Contact Centre Representative (Disputes, Credit Cards, Remote) - Bilingual role at CIBC

Contact Centre Representative (Disputes, Credit Cards, Remote) - Bilingual

4 days ago Be among the first 25 applicants

Join to apply for the Contact Centre Representative (Disputes, Credit Cards, Remote) - Bilingual role at CIBC

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

The Disputes Contact Centre Representative will respond to incoming inquiries or requests from our credit card clients in a pleasant, courteous, knowledgeable and professional manner. Dispute Contact Centre Representatives may also be assigned to make outbound calls to clients to resolve disputes, educate the client on the dispute handling process, or to request additional information from the client.

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 supporting excellent call quality and high-speed response (minimum download speed of 15 Mbps and upload speed of 10 Mbps). Satellite internet providers are prohibited due to call quality and stability issues.

The start date for this role is July 7th, 2025. Contact Centre business hours are from Monday to Sunday, 8:00AM – 12:00AM. You must be flexible to work evening shifts including weekends and holidays as your hours will be based on Contact Centre hours.

If you are unsure about being on the frontlines of client service, the role includes 5 weeks of training combining in-class learning and on-the-job application.

How You'll Succeed

• 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 regulations to process chargebacks. Request and send customer correspondence and follow up when necessary.
• Decision Making – Resolve credit card inquiries using current rules for Review, Secured, Duplication, Missing, and Verification. Process credit limit changes with clear, empathetic judgment.

Who You Are

• You prioritize clients, engage purposefully, and go the extra mile.
• You love to learn and aim to grow your knowledge.
• You are motivated to succeed and make an impact.
• You value relationships, trust, respect, and authenticity.
• You listen, learn, and appreciate diverse perspectives.
• You live our values: trust, teamwork, and accountability.
• You are fluent in French and English to serve our clients effectively.

What CIBC Offers

We support your goals through personalized recognition, competitive salary, benefits, pension plan, employee share purchase plan, and more. We foster a culture of growth and innovation, offering initiatives like Purpose Day for your development.

What You Need To Know

• CIBC is committed to inclusivity and providing accessible candidate experiences. Contact us at [e-mail] for accommodations.
• You must be legally eligible to work and have the necessary permits.
• Additional assessments or tests may be required during the application process.

Job Location

Mont-1155 Rene Levesque O

Employment Type

Regular, Full-time

Weekly Hours

37.5

Skills

Call Center, Communication, Customer Service, Inbound Calls