Creditor Insurance, Mortgage Servicing Specialist - 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

Reporting to the Manager, Creditor Insurance Customer Service, As a Mortgage Servicing and Creditor Insurance Specialist you will be responsible for the Creditor Insurance client experience. you’ll be the single point of access through which clients are able to conduct the majority of their routine mortgage and insurance inquiries. Focus on answering client inquiries that require routine analysis and the application of mortgage and insurance procedures, policies and principles. You’ll be responsible for the Creditor Insurance client experience and accountable for providing internal partners and external clients with specialized advice on CIBC Creditor insurance products in English and Fre.  The Creditor Helpline is a specialized insurance call centre that works closely with partners and stakeholders across CIBC - Product,  Channel,  Risk Management , Technology and other groups - to drive overall insurance results. CIBC Insurance helps fulfill clients’ protection needs with simple, convenient, accessible and affordable protection in the customers’ channel of choice.

Kindly note the hours of operation are Monday-Friday 8:30AM EST- 8:00 PM EST.

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 Experience and Service - Provide internal/external customers with specialized advice on creditor insurance products, based on analysis of the situation and the relevant concepts and policies. This information may be of a technical nature. Be the first point of escalation if the branch cannot achieve resolution of issues with creditor insurance client issues. Obtain complete information on the clients’ issue, summarize and verify the facts. Ensure the solutions offered meet clients’ needs and comply with CIBC policies and regulatory requirements. Arrange an appropriate time to call back the client, if an issue requires additional time to investigate. Manage individual cases of incoming complaints, problems, issues, to their resolution within 24hrs. Manage irate customers and if unable to resolve their concern offering them with CIBC’s escalation process
• Problem Solving - Analyze the problem; decide upon the most appropriate solution available from a variety of options, taking into consideration the unique situational factors and existing procedures and policies. Effectively and efficiently provide customers with detailed explanations of recommended actions, and verify their understanding of the issues. This can be demanding when discussing unusual circumstances and situations when there can be distinct differences of opinion when dealing with dissatisfied external customers. Identify hidden problems and refer to relevant procedures, policies and principles. Identify potential areas for improvement and provide feedback to Manager, to allow continuous improvement in handling of escalated issues through implementation of new processes, products and initiatives.
• Coaching and Relationship Building - Coach and support branches so that they can develop the knowledge needed to correct creditor insurance customer issues at the first point of contact, and take precautionary measures to prevent branches from repeating the same errors in the future. Identify and recommend routine improvements to the job’s operating efficiency and advise management of opportunities to modify existing products/services.

Who you are

• You demonstrate experience in a contact centre environment. You have demonstrated ability to exercise sound judgment in the assessment of risk and are comfortable in making decisions. You have proven self-management skills in order to be able to work independently as well as in a team environment. Demonstrate commitment to excellent customer service, internal and external. It’s an asset if you have knowledge of Creditor Insurance and CIBC products.
• 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.
• You’re passionate about people. You find meaning in relationships, and surround yourself with a diverse network of partners. You build trust through respect and authenticity.
• 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 Mailbox.careers-carrieres@cibc.com

• 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

Mont-1155 Rene Levesque O

Employment Type

Regular

Weekly Hours

37.5

Skills

Analytical Thinking, Call Center, Client Service, Communication, Customer Experience (CX), Insurance Forms, Office Administration, Outbound Calls, Work Collaboratively