Dealer Services Representative - 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

CIBC Asset Management (CAM) is the asset management division of CIBC and is responsible for our two families of mutual funds – CIBC Mutual Funds and Renaissance Investments – and our managed portfolio solutions – Axiom Portfolios, Frontiers, Managed Portfolio Services (MPS) and Personal Portfolio Services (PPS). CAMI also manages CIBC Wood Gundy’s Investment Consulting Service, an industry-leading separately managed account program.

Over 230 employees help to create investment solutions to meet the needs of clients today and create product innovations to meet the evolving needs of clients tomorrow. Today, CAMI oversees more than $65 billion of assets on behalf of our retail clients.

The Dealer Services Agent is responsible for the delivery of service to dealer head-office of CIBC Wood Gundy and third-party IIROC/MFDA distribution channels. You are accountable for resolving inquires on our product, FundServ, deliver custom reports and maintain the integrity of our client database as set forth by the department. Service is provided to our clients by telephone, fax, mail, and e-mail. All clients are serviced in a professional, dynamic, and professional manner. Requests are varied in nature.

At CIBC we enable the work environment most optimal for you to thrive in your role. Details of your work arrangements will be discussed at the time of your interview.

How You’ll Succeed

• Ensure accuracy of Broker/Dealer information found on our record-keeping database. Conducts daily updates of information from all requests on brokers/dealers and representatives in database respecting the 48 hour processing time delay.Review, process and resolve problem cases and dealer issues related to the updating of all non-financial data on a daily basis. Properly organize, store and secure all non-financial update reports received, resolves any operational problems relating to this function. Apply appropriate rules, regulations and procedures when processing transaction to ensure no privacy breaches or errors stemming from procedural non-compliance. Verify and maintain services levels for AWD and Quality Control Liaise with National Sales to assist with CRM maintenance and large and small scale cleanup activities.
• Conversions – The transfer of a dealer’s assets towards another aids in validation of conversion requests, Broker/Dealer code set ups, contacting the dealers for more info and co-ordinating with technology for the processing of the conversion.
• Territory Assignments for National Sales. Liaise with the national sales team to ensure accuracy of all territory assignments for compensation purposes. Process mass territory reassignments and clean-ups. Proactively contact dealers for information on unknown rep codes, daily, to ensure proper territory assignment.
• Quality of Service. Ensures outstanding quality of service when dealing with internal and external clients. Dedicated to meeting the expectations of all clients. Establish and maintain effective relationships with all clients. Calls/emails to back offices and representatives to obtain correct information or clarification of instructions. Calls/emails to obtain missing documents, signatures or other information. Contacts clients who signed up for the Ontario 5in1 Newborn Bundle, looking for more information on, or to open an RESP plan for their child. Ensures daily mail merges are completed for email contacts and daily phone calls made for phone contacts. Update and maintain accurate information in sharepoint for all initial points of contact and follow-ups. Procure, submit and track invoices from various vendors. Work through issues and problems with late and missing payments. Aid in the preparation and sending of department letters and faxes and mass mailings.Ensures all marketing fulfillment entry material orders received by fax, e-mail or from CSRs are inputted daily, without error or delay.
• Quality Control of Dealer Services. Ensures quality control of all documents sent to back offices, representatives and investors is carried out within a 24-48 hour delay. Conducts quality control on any mass changes made by the IT department.
• Cross-functional relationships. Liaise with Client Services department to ensure accuracy of information, set up default codes for website access and ensure mailing information is accurate to avoid privacy issues. Assist with the delivery of duplicate tax slip requests received by Client Services. Liaise with Operations to help them with non-financial information. This job interacts with the sales department. Contact is maintained with the sales agents, to ensure high quality of contact information for all sales agents. Financial Compensation hinges on the accuracy of data and assignation of Regional Sales Manager codes by the agent.
  
  

Who You Are

• You have a college Diploma/University degree or equivalent experience. Knowledge of iFAST/IFDS, MS Dynamics CRM would be an asset.
• You're motivated by collective success. You know that teamwork can transform a good idea into a great one. You know that an inclusive team that enjoys working together can bring a vision to life. You put our clients first. You engage with purpose to find the right solutions.You go the extra mile, because it's the right thing to do. Demonstrates a customer-focused and action oriented approach. You’re goal oriented. You’re motivated by accomplishing your goals and delivering your best to make a difference. Capacity to meet deadlines and to work under pressure. Possesses autonomy, initiative, and a strong sense of accountability.
• You're digitally savvy. You seek out innovative solutions and embrace evolving technologies. You can easily adapt to new tools and trends. Working knowledge of MS Office (Word, Excel, Outlook).
• You know that details matter. You notice things that others don't. Your critical thinking skills help to inform your decision making. Well organized, able to handle high volume of work. Diligent and focused on detail.
• 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 work to recognize you in meaningful, personalized ways including a competitive compensation, a banking benefit*, wellbeing support and additional offers such as employee and family assistance programs 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.
• Subject to 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.
  
  

Expected End Date

2026-04-01

Job Location

Non-Trader-1000 Gauchetière O

Employment Type

Temporary (Fixed Term)

Weekly Hours

37.5

Skills

Active Listening, Analytical Thinking, Client Service, Customer Experience (CX), Decision Making, File Maintenance, Interpersonal Communication, Investigating, Presentation Preparations