Contact Centre Representative - Bilingual Full-time Job

The Disputes Contact Centre Representative will respond to incoming inquiries or requests from our credit card clients in a pleasant, courteous, knowledgeable and professional manner. Dispute Contact Centre Representatives may also be assigned to make outbound calls to clients to resolvedisputes, educate the client on the dispute handling process, or to request additional information from the client.

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. 

We have embarked on an Agent@Home remote work program. All employees are required to meet the Agent@Home program requirements and be able to attend your primary work location within two hours’ notice for any business-related purposes.

Agent@Home Program Requirements

• Ability to work independently as an Agent @ Home with a secure workspace, in a room or office with a door that closes it off from noises and distractions. 
• 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.

The start date for this role is November 4th, 2024. Contact Centre business hours are from Monday to Sunday, 8:00AM – 12:00AM. You must be flexible to work evening shifts including weekends and holidaysas your hours will be based on Contact Centre hours.

If this sounds like you, but you are not sure if you are ready to be on the frontlines of client service, we’ve got you covered. The incredible program you’ll benefit from begins with 5 weeks of training consisting of a mix of in-class learning and on-the-job application 

How you'll succeed 

• Call Ownership –Respond to incoming calls or make outbound calls. Take complete ownership of calls in a friendly, courteous and professional manner. 

• Data Collection –Gather information as required by Visa and MasterCard Operating Regulations to process and support chargeback. Request and send customer correspondence and follow up with customers when necessary. 

• Decision Making –Resolve credit card application inquiries by utilizing current Review, Secured, Duplication, Missing and Verification rules. Processing credit limit change requests while using clear and empathetic judgements.

Who you are 

• 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 love to learn. You’re passionate about growing your knowledge, and you know that there is no limit to what you can achieve. 

• You’re driven to succeed. You are motivated by accomplishing your goals and delivering your best to make an impact. 

• 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. 

• 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.