Job Description

We\xe2\x80\x99re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what\xe2\x80\x99s 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

What You\xe2\x80\x99ll Be Doing

You\xe2\x80\x99ll work in the Mortgage Contact Centre team. As a Mortgage Servicing Representative you\xe2\x80\x99ll be a single point of access through which clients are able to conduct the majority of their routine mortgage inquiries. You\xe2\x80\x99ll focus on answering client inquiries that require routine analysis and the application of mortgage procedures, policies and principles. 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.

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.

Our Contact Centre is open Monday to Friday 8:00am to 8:00pm EST. The start date for this role is January 22, 2024. Although this position requires working remotely, you must be able to travel to your primary CIBC location (Montreal Contact Center) within two hours if requested to do so (e.g., service outage or technology-related outage, business continuity plan, team meetings, celebrations, events).

We have embarked on an Agent@Home remote work program. All employees may be given the opportunity to work from home, if you can meet the Agent@Home program requirements and are able to attend your primary work location within two hours\xe2\x80\x99 notice.

Agent @ Home Program Requirements

Ability to work independently in a private and quiet workspace (ie. in a room or office with a door that closes)

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 15 mbps and upload speed of 10 mbps)

Satellite internet providers are prohibited and cannot be used due to the impact on call quality and the stability of service

How You\xe2\x80\x99ll Succeed

Client Engagement \xe2\x80\x93 Focus on client experience and connect on a personal level to make every interaction meaningful. Analyze the customer\xe2\x80\x99s financial needs holistically and in addressing the initial mortgage request, identify additional financial needs of the customer through opportunities to cross sell additional CIBC banking products. Provide customers with detailed and factual explanations of recommended actions, and ensure the client has a full understanding of the issues.

Problem Solving - Listen, ask questions, and put yourself in the client\xe2\x80\x99s shoes. Act like an owner by taking accountability for client issues, and know when to lean on others to find the right solutions and provide client satisfaction. Ensure that the solutions offered meet customers\xe2\x80\x99 needs and comply with CIBC policies and regulatory requirements, follow scripts and provide accurate information in a timely manner

Product Knowledge \xe2\x80\x93 Understand CIBC\xe2\x80\x99s mortgage products and use your knowledge to connect clients with the right product. Maintain knowledge of new products, policies, procedures, external trends and developments with issues pertaining to mortgages (i.e. Competitors\' actions and legislation changes) in order to meet client needs. Identify \xe2\x80\x9cat risk\xe2\x80\x9d mortgage business and make every effort to retain clients with CIBC by referring customers to the CIBC Retention Team.

Relationship Building - Collaborate with others to ensure clients are connected to the right people and opportunities. Analyze the task at hand and make informed decisions to find the most appropriate solution available from a variety of options, taking into consideration the situational factors and existing procedures and policies and consult with internal business partners of related departments regarding their operations to trouble-shoot delays or problems.

Who You Are

You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it\xe2\x80\x99s the right thing to do.

You love to learn. You\xe2\x80\x99re passionate about growing your knowledge, and you know that there is no limit to what you can achieve.

You\xe2\x80\x99re driven to succeed. You are motivated by accomplishing your goals and delivering your best to make an impact.

You\xe2\x80\x99re 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.

You\'re fluent in French and English to serve our clients in the community.

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

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.

Job Location Mont-1155 Rene Levesque O

Employment Type Regular

Weekly Hours 37.5

Skills

CIBC