Credit Counsellor

CIBC; Vancouver; On-site; CAD 40,000 - 60,000; Full time

Job summary

Join CIBC’s Client Account Management Department as a Credit Counsellor, where you’ll engage with clients to discuss repayment strategies and help resolve outstanding debts. This role requires excellent client engagement skills, problem-solving ability, and a commitment to delivering exceptional service. You’ll work primarily on-site but may also have opportunities for remote work in the future, depending on program requirements.

Qualifications

• Strong communication skills and ability to engage clients effectively.
• Willingness to learn and adapt to new challenges.
• Motivated to achieve goals and deliver excellent client service.

Responsibilities

• Connect with clients to discuss repayment options and resolve debts.
• Respond to calls, taking complete ownership in a professional manner.
• Engage in outreach activities to strengthen relationships with clients.

Skills

Client engagement

Problem solving

Relationship building

Job description

What You'll Be Doing

You’ll be joining CIBC’s Client Account Management Department as a Credit Counsellor and makinga real difference for our clients.You’ll connect with our clients who own a variety of CIBC products and discuss repayment options to potentially resolve outstanding debts. You'll ensure the client is aware of the terms and conditions of their contractual obligations and are able to prevent further delinquencies.

Kindly note, this position will begin on site at 400 Burrard Street, Vancouver, and you will remain working onsite until further notice. In the event you are provided the opportunity to work from home, the below requirements are mandatory for our Agent @ Homeprogram.

CIBC has embarked on an remote work program and all employees may be given the opportunity to work from home, if you can meet the program requirements . The expectation is that you must be able to attend your primary CIBC location within two hours upon request.

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 .
• 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 August 11, 2025. Our Contact Centre is open Monday to Friday from 8 : 00 AM to 8 : 00 PM PDT and Saturday from 8 : 00 AM to 4 : 00 PM PDT. This is a full-time and shift-oriented role, and we’d like you to be flexible between these hours, which include evenings and weekends.

How You'll Succeed

• Client engagement – Speak with clients to understand their priorities, advise them on solutions, and provide a forward-looking financial plan. Use your knowledge of cash management, credit, investment, and wealth protection to help clients meet their goals.
• Call Ownership – Respond to incoming calls or make outbound calls. Take complete ownership of calls in a friendly, empathetic, courteous, and professional manner.
• Problem solving – Act effectively by knowing how to obtain information required and use one’s network to identify and solve for a problem or need.
• Relationship building - Engage in marketing and outreach activities to show clients you value them and their communities. Grow your network, deepen existing relationships, and collaborate with others to ensure clients are connected to the right people and opportunities.

Who You Are

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

Permanent

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