Technical Support Specialist - Bilingual

CIBC; Toronto; On-site; CAD 65,000 - 90,000; Full time

Job summary

CIBC is seeking a Technical Support Specialist for its Business Banking contacts center in Toronto. You will deliver after-sales service and technical support for client product delivery channels, ensuring quality and compliance while addressing client needs.

You will develop tutorials and assist with issue resolution for internal and external customers. You will engage high-value Commercial Banking clients, interpret requests, and coordinate with branches and investigations to deliver timely

Qualifications

• Detailed knowledge of Commercial Bank/Global Payments products and services.
• Ability to interpret and validate internal and external requests for account functionality.

Responsibilities

• Manage a portfolio of Commercial Banking and Large Corporate clients as a dedicated contact.
• Open/close and manage business operating accounts per internal & regulatory procedures.
• Collaborate with branches, INTRIA and Investigations to resolve client issues promptly.
• Investigate escalated service complaints and take corrective action.

Skills

Customer experience

Call center

Business banking

Client service

After sales service

Investigating

Technical support

Job description

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

As a Technical Support Specialist, you will be accountable to ensure the successful delivery of a high standard of service while upholding compliance to internal controls and procedures within the functional assigned responsibilities to Business Banking products customers. As a Technical Support Specialist in our Business Contact Centre, you are responsible for providing after-sales service and technical support for client product and service delivery channels to internal and external customers. This role applies basic theories to understand client needs, execute client requests, and recommend solutions. The Contact Centre Specialist develops and empowers team members to provide positive client experience and handle challenging calls that adhere to quality standards. The role uses judgement to identify and analyze reoccurring irregularities and recommends solutions in the development of supporting documentation and procedures. In addition, the role utilizes an understanding of professional concepts to deliver tutorials for clients on the features and functions of client-facing tools and services. At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on‑site and remote work) will be discussed at the time of your interview.

How you'll succeed

Client Engagement - Manage an assigned portfolio of high value Commercial Banking and Large Corporate clients, adding value to client’s relationship with CIBC by acting as a dedicated contact for all products and services.

Interpret and validate internal and external requests to open, close and manage functionality of business operating accounts for new and existing clients, ensuring internal and regulatory procedures are followed and account operating controls are applied.

Business Development - Establish and maintain strong working relationships with business partners and service providers in servicing the needs of high value Commercial Banking and Large Corporate clients.

Liaise with branches, INTRIA and the Business Contact Centre Investigations team to investigative issues and facilitate a timely resolution for the client.

Analytical Skills - Manage escalated customer service complaints, conduct investigation, and take corrective action, adapting the solution to suit specific circumstances. In addition to using detailed working knowledge of the subject, draw upon knowledge of the operations of related departments to troubleshoot delays/problems.

Who you are

You can demonstrate detailed knowledge of Commercial Bank/Global Payments products, services, policies, and procedures, sufficient to handle most inquiries at first point of contact. You understand that success is in the details. You notice things that others do not. 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 engage with your heart and mind. You care about people and understand different perspectives. You listen and learn from the experiences of others. You live your values. You bring high standards, genuine care to your relationships, and want to grow with an employer that shares your values and brings out your best. You're fluent in French and English to support business operations outside of Quebec, Canada.

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 aspire to give you a career, rather than just a paycheck. We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, 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. We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development. *Subject to plan and 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] CIBC is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. 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 test (such as simulation, coding, French proficiency). We use artificial intelligence tools during the recruitment process. 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.

Job Location Toronto-141 Bay, 22nd Floor Employment Type Regular Weekly Hours 37.5 Skills After Sales Service, Business Banking, Call Center, Client Service, Customer Experience (CX), Group Problem Solving, Investigating, Technical Support

At CIBC, we are in business to help our clients, employees and shareholders achieve what is important to them. Our ability to create value for all CIBC stakeholders is driven by a business culture based on common values: Trust, Teamwork and Accountability. Working with CIBC makes you a part of a work environment committed to our clients, employees and communities - a place where you can excel. Every day, our 48,000 employees help our clients achieve their financial goals, because what matters to our clients, matters to us.