Chat Specialist, Contact Centre - Remote - Bilingual

Canadian Imperial Bank of Commerce; United States; Remote; USD 40,000 - 55,000; Full time

Job summary

CIBC is seeking a Bilingual Chat Specialist to enhance client interactions through effective support in their Chat & Social Media Contact Centre. This role involves managing customer inquiries in both French and English, ensuring an optimal banking experience. The position is fully remote, offering flexibility with competitive benefits and fostering a supportive work environment.

Benefits

Competitive compensation

Banking benefits

Wellbeing support

Employee assistance programs

Qualifications

• Fluency in French and English is mandatory.
• Typing speed of at least 50 WPM.
• Strong problem-solving and communication skills.

Responsibilities

• Support clients via written platforms and manage their accounts.
• Troubleshoot issues and engage with clients meaningfully.
• Multitask by managing up to two chats at a time.

Skills

Call Center

Customer Service

Teamwork

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

You’ll join CIBC’s Chat & Social Media Contact Centre team. As a Bilingual Chat Specialist, you’ll play a key role in supporting the Contact Centre’s strategic objectives along with other lines of business such as Telephone Banking & Credit Card Services. You’ll ensure an optimal client experience when using our online and mobile banking channels. Your responsibilities include responding to customer inquiries, complaints, providing guidance, and troubleshooting.

The start date for this role is August 4th, 2025. Our Contact Centre operates Monday to Friday, from 7:00 am to Midnight, and Saturday and Sunday from 9:00 am to 6:00 pm. This is a full-time, shift-oriented role requiring flexibility to work evenings, weekends, and holidays.

At CIBC, we enable an optimal work environment for you to thrive. You can perform all work activities remotely and will only be required to attend the office occasionally.

We have an Agent@Home remote work program. All employees must meet program requirements and be able to attend your primary work location within two hours’ notice for business purposes.

Agent @ Home Program Requirements:

• Work independently in a private, quiet workspace with a door that closes.
• Have a wired internet connection supporting excellent call quality with a minimum download speed of 15 Mbps and upload speed of 10 Mbps. Satellite internet providers are not permitted.

How You’ll Succeed

• Client Service Skills: Support clients via written platforms, manage their accounts, and connect on a personal level to make interactions meaningful. Refer clients to the appropriate CIBC contacts to facilitate their financial success.
• Problem Solving: Engage with clients by asking questions, empathize, and take ownership of issues, knowing when to seek help.
• Multitasking: Manage up to two chats simultaneously to resolve concerns efficiently.
• Communication: Demonstrate strong professional written communication skills.

Who you are

• Typing Speed: At least 50 WPM.
• Client Focus: Prioritize clients, engage purposefully, and go the extra mile.
• Empathy and Respect: Care about people, respect different perspectives, and learn from others.
• Goal-Oriented: Motivated to achieve goals and make a difference.
• Values: Bring your authentic self and live our values—trust, teamwork, accountability.
• Language Fluency: Fluent in French and English to support operations outside Québec, Canada.

What CIBC Offers

We prioritize your goals and strengths. Benefits include competitive compensation, banking benefits, wellbeing support, employee assistance programs, and MomentMakers recognition.

Our technological tools foster collaboration and innovation to serve our clients better.

What you need to know

• We are committed to inclusivity and accessibility. If you need accommodations, contact [e-mail].
• You must be legally eligible to work at the specified location(s) and have the necessary permits.
• We may require assessments and skills tests, including French proficiency and technical tests.

Expected End Date

2026-08-03

Job Location

Quebec (Virtual)

Employment Type

Regular

Weekly Hours

37.5

Skills

Call Center, Customer Service, Teamwork