CIBC Call Centre Specialist ~PCF Client Servicing Full Time in Toronto, ON


Branch Toronto ON CA

Call Centre Specialist ~PCF Client Servicing
Toronto, ON

Must be legally eligible to work in Canada at the location(s) specified above and, where applicable, must have a valid work permit or study permit that allows…

CIBC is a leading Canadian-based global financial institution. Through our three major businesses – Retail and Business Banking, Wealth Management and Wholesale Banking – we provide a full range of financial products and services to 11 million individual, small business, commercial, corporate and institutional clients in Canada and around the world. We invest in our businesses, our clients, our people and our communities to deliver consistent and sustainable earnings to our shareholders. To learn more about CIBC’s Lines of Business, please visit our website.

CIBC delivers access to career and development opportunities, safe and healthy workplaces, effective training, and positive work-life balance – so that employees are able to perform at their best, contribute to their communities and focus on cultivating deeper relationships with our clients.

Every year, CIBC is recognized for its business successes, community commitment and employee initiatives. We are proud of these successes and are committed to creating an inclusive workplace and an environment where all employees can excel.

To learn more about CIBC and the CIBC Group of Companies please visit CIBC.com.

Job Overview:
The Objective of the role is to enhance our customer’s service experience and provide a single point of access through which PCF customers will be able to conduct the majority of their routine mortgage inquiries.

This position would interest an extremely customer oriented individual with extensive working knowledge of CML’s PCF mortgage products, services and programs. Generally, customers will inquire and need information about specific situations requiring routine analysis and the application of CIBC Mortgages procedures, policies and principles. The individual will be responsible for listening to inquiries, analyzing the situation and providing the customer with a solution to guarantee customer satisfaction.

The primary responsibilities of this position are to ensure client satisfaction and retention as well as responding to inquiries.

What You’ll Be Doing:
Client Satisfaction
Strive to meet high customer service levels as a member of the TB Mortgage Contact Centre Team
Regularly update knowledge about new mortgage products, procedures and organizational changes etc., in order to respond to client queries promptly
Participate as a member of the mortgage servicing team by sharing information and identifying/resolving concerns
Ensure client inquiries and requests are solved according to CML guidelines
Obtain complete information on the customer’s issue, summarize and verify the facts
Analyze the problem and decide upon the most appropriate solution available from a variety of options, taking into consideration the situational factors and existing procedures and policies. In addition to using detailed working knowledge of mortgages, the incumbent may draw upon knowledge of the operations of generally related departments to trouble-shoot delays or problems
Provide customers with detailed explanations of recommended actions, and verify their understanding of the issues
Ensure that the offered solutions offered meet customers’ needs and comply with CIBC, PCF and CML policies and regulatory requirements
Follow checklist and document all information quoted to client
Document and verify all changes that are made

Retention / Sales
Pro-actively identify “at-risk” mortgage business and make every effort to retain business with CIBC by referring customers to the PCF retention team.
Address customer’s initial request and pro-actively identify additional customer needs that may result in referral opportunities to the PCF sales team for new mortgage business opportunities such as refinance and / or new purchase sales.
Analyze the customer’s financial needs holistically and in addressing customer initial mortgage request, identify additional financial needs of the customer through opportunities to cross sell additional CIBC banking products.
Respond to clients in a friendly tone and manner
Follow scripts and provide accurate information in a timely manner
Ensure service level expectations are attained


What We’re Looking For:
Strong verbal and written communication skills
Working knowledge of the products, procedures and principles related to mortgage processes and options sufficient to provide advice to customers
Knowledge of required PC software to call up information and enter data
Experience communicating with external customers in a professional manner
Basic knowledge of external trends and developments with issues pertaining to mortgages (i.e. Competitors’ actions and legislation changes)
Developed listening and interactive skills to communicate detailed information and explanations to customers that require assistance
Knowledge/working experience within a call centre environment
Working knowledge of software packages commonly used at CIBC, i.e. Windows and Microsoft products (Word, Excel, Outlook). Knowledge of Target would be an asset

Results Orientation
Analytic/Systematic Thinking
Teamwork & Partnering
Interpersonal Understanding

Branches/Internal & External Clients
Financial Institutions

What You Need to Know:
Required to work a flexible schedule, which includes evenings (Monday-Friday 8:30am – 7pm
Must be legally eligible to work in Canada at the location(s) specified above and, where applicable, must have a valid work permit or study permit that allows the candidate to fulfill the requirements of the role.

or proceed with Standard Application Form.

Employment Type: Full Time
Location: Toronto, ON, CA
Posted on: 2015-07-31
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