Technical Support Agent- Bilingual

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 member of our Business Contact Centre, you’ll 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 Contact Centre Specialist, you are responsible for acting as a key inbound point of contact for Business Banking clients to respond to basic client account inquiries and initiate basic service transactions. The role follows detailed instructions and documented client identification and authorization procedures to confirm and document service request details for all client activities The Contact Centre Specialist is responsible for providing timely and detailed information and assistance with problem investigation and resolution or escalating complex matters in compliance with regulatory requirements and organizational policies and procedures. The role uses judgement regarding priorities and approaches to identify improvements that resolve ongoing service challenges and enhance the client experience 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 – Perform implementation and/or client support tasks relative to the Business Banking products such as, Canadian and US wholesale lockbox, Acceptance of Payments, MEBPS, Canact, and Cheque eDeposit Services. Ensure customer inquiries and complaints are handled in an efficient, professional, and timely manner
• Business Development - On behalf of clients, liaise with internal business partners and external financial institutions for tracing of funds processed through Business Banking products supported by the Business Contact Centre (BCC). Reconcile and perform monthly independent balances on suspense accounts. Ensure the successful delivery of a high standard of service while upholding compliance with internal controls and procedures within functional assigned responsibilities
• Operational Support - Perform several operational tasks relative to the daily and monthly processing Business Banking products and application services and taking appropriate action according to established procedures. Ensure all mandatory documentation such as Product Legal Agreements and signed Payment Product Settlement Limit documentation with supporting evidence of credit existence are received prior to proceeding with implementation. Reconcile and perform monthly independent balances on suspense accounts. Ensure the successful delivery of a high standard of service while upholding compliance with internal controls and procedures within functional assigned responsibilities

Who you are

• You're passionate about people. You find meaning in relationships and surround yourself with a diverse network of partners. You connect with others through respect and authenticity
• You love to learn. You are passionate about growing your knowledge. You have a strong sense of curiosity
• Your influence makes a difference. You know that relationships and networks are essential to success. You inspire outcomes by sharing your expertise
• 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 engage with your heart and mind. You care about people and understand different perspectives. You listen and learn from the experiences 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 [email protected]
• 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

Job Location Toronto-81 Bay, 14th Floor Employment Type Regular Weekly Hours 37.5 Skills Business Banking, Call Center, Client Issue Resolution, Client Service, Ensure Compliance, Group Problem Solving