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

CIBC; Montreal; Remote; CAD 40,000 - 55,000; Full time

Job summary

CIBC is seeking a bilingual Contact Centre Representative to handle disputes related to credit cards. This role involves responding to client inquiries, making outbound calls, and ensuring a high level of customer service. With a focus on client relationships and teamwork, you will work in a remote environment with occasional on-site requirements, starting July 7th, 2025.

Benefits

Competitive salary

Benefits and pension

Employee share purchase plan

Development initiatives

Qualifications

• Fluent in French and English.
• Eager to learn and grow knowledge.
• Prioritize clients and go the extra mile.

Responsibilities

• Respond to incoming inquiries from credit card clients.
• Make outbound calls to resolve disputes and educate clients.
• Gather necessary information for dispute resolution.

Skills

Call Center

Communication

Customer Service

Inbound Calls

Job description

Contact Centre Representative (Disputes, Credit Cards, 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

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.

We enable a remote work environment, allowing you to perform all work activities from home, with occasional on-site requirements.

Our Agent@Home program requires employees to meet specific home office standards, including a secure workspace and reliable internet connection (minimum 15 Mbps download and 10 Mbps upload speed). Satellite internet is not permitted.

The start date for this role is July 7th, 2025. Contact Centre hours are Monday to Sunday, 8:00 AM – 12:00 AM. Flexibility for evening, weekend, and holiday shifts is required.

Initial training lasts 5 weeks, combining classroom and on-the-job learning.

How You'll Succeed

• Respond to calls with ownership, friendliness, and professionalism.
• Gather necessary information for dispute resolution in compliance with Visa and MasterCard regulations.
• Resolve inquiries using current rules and exercise empathetic judgment in credit limit changes.

Who You Are

• You prioritize clients and go the extra mile.
• You are eager to learn and 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 embody CIBC's values: trust, teamwork, and accountability.
• You are fluent in French and English.

What CIBC Offers

We provide personalized recognition, competitive salary, benefits, pension, employee share purchase plan, and development initiatives like Purpose Day.

What You Need To Know

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

Job Location: [Details not specified]

Employment Type: Regular, Full-time

Weekly Hours: 37.5

Skills: Call Center, Communication, Customer Service, Inbound Calls