Sr. Credit Counsellor - MVAR (6 month secondment)

CIBC; Toronto; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

CIBC is seeking a Sr. Credit Counsellor for a 6-month secondment. The role involves critical responsibilities in client account management, negotiation, and operational excellence, ensuring a positive client experience while supporting CIBC's value proposition. Ideal candidates will possess strong analytical skills and be capable of working in a hybrid environment.

Benefits

Competitive compensation

Wellbeing support

Employee and family assistance programs

Qualifications

• Experience in debt litigation and customer service.
• Strong analytical and negotiation skills.
• Ability to work independently as an Agent @ Home.

Responsibilities

• Deliver operational excellence and enhance client experience.
• Negotiate amicable solutions for clients.
• Maximize liquidation of portfolios.

Skills

Analytical Thinking

Negotiation

Customer Service

Debt Collection Litigation

Tools

Microsoft Excel

Job description

Sr. Credit Counsellor - MVAR (6 month secondment)

Sr. Credit Counsellor - MVAR (6 month secondment)

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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

You will join the Client Account Management team as a MVAR credit counselor. You will play a critical role in delivering operational excellence and enhancing the client experience through client-focused processes, programs, training and strategic initiatives that help drive profitable revenue growth and ensure strong governance. As a MVAR counselor, you are responsible for protecting our value proposition, reducing our assignments to third parties, and maximizing liquidation of the portfolios worked by the team. They interact with Customer, and Retail Branch Operations, Portfolio Management, Recovery Services, Customer Relations Unit, CIBC Customer Care, Executive Client Relations, and CIBC Ombudsman’s Office

CIBC is transitioning to an Agent @ Home model, for this role you may be required to work from home at some point in this process. The expectation and details will be confirmed if you moved through the recruitment process. Even though this role may be a remote position - the expectation is that you must be able to attend your primary CIBC location within two hours upon request (e.g. technology/service outages, Business Contingency Planning, team meetings, celebration, events, etc.)

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 25 mbps and upload speed of 10 mbps)
  
  

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.

How You’ll Succeed

• Negotiation - Negotiate amicable solutions by utilizing knowledge of debt litigation, Canadian Privacy and Collection laws and processes
• Client Focused- Diffuse irate customers and maintain poise and perseverance in order to effectively manage customer interactions and successfully identify the root cause of issues and provide appropriate solutions
• Problem Solving - Utilize highly effective analytic skills to quickly determining the root cause of delinquency and propose appropriate options on individual accounts in order to minimize loss, mitigate overall risk to CIBC and preserve customer loyalty, where possible
  
  

Who You Are

• You understand that success is in the details. You notice things that others don't. Your critical thinking skills help to inform your decision making.
• You give meaning to data. You enjoy investigating complex problems, and making sense of information. You're confident in your ability to communicate detailed information in an impactful way.
• 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 can demonstrate experience in using Microsoft Excel.
• Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.
  
  

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 work to recognize you in meaningful, personalized ways including a competitive compensation, a banking benefit*, wellbeing support and additional offers such as employee and family assistance programs 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.
• Subject to 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.
  
  

Expected End Date

2025-12-26

Job Location

Toronto-750 Law Ave. W., E4

Employment Type

Regular

Weekly Hours

37.5

Skills

Analytical Thinking, Business Operations, Collections Management, Customer Education, Customer Service, Debt Collection Litigation, Negotiation, Recovery Services

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Banking

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