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Job summary

Serve as the first point of contact for credit card clients to address inquiries, resolve issues, and assist with account operations. Proactively identify client needs and suggest appropriate banking solutions to help them achieve their financial goals.

Job details

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 CIBC’s Contact Centre Credit Cards Department, you will be the first point of contact for clients calling in with questions or requests related to their banking needs, answering incoming calls from our credit cards clients as well as calls transferred from other departments. As a Contact Centre Specialist II, Cards CARE you will assist clients with their credit cards operations and inquiries, identify their needs, and proactively suggest solutions to help them achieve their financial goals. You demonstrate solid written, verbal, and interpersonal skills to make a difference in clients’ lives, obtaining complete information on clients’ issues and summarizing and verifying the facts. The Contact Centre Specialist II, Cards CARE supports best practices, providing information and solutions to existing and potential clients regarding CIBC’s credit card products and services, including assisting clients with application and cancellation requests. The role receives general instructions on routine work and requires limited direction, collaborating to find simple solutions that make it easy for clients to bank with us. 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. Please note that the start date for this role is December 7th, 2026 and it is a 12 month contract. Our Contact Centre is open Monday to Friday 7:00AM to Midnight, Saturday-Sunday 7:00AM to 10:00PM. This is a full-time and shift oriented role. We would like for you to be flexible between these hours. 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. How you'll succeed Client engagement - Focus on each client experience and connect on a personal level to offer an exceptional client experience. Engage in client-focused interactions that are meaningful and deliver trusted advice. Provide support for clients by helping them to manage their accounts and products. Connect and refer clients to the right CIBC contacts to enable their financial success. Problem solving - Listen, ask questions, and put yourself in the client’s shoes. Act like an owner by understanding the client`s needs and recommending solutions based on their needs. Remain solution-focused in order to identify opportunities to help our clients. Efficiency – Understand that the client’s time is valuable and effectively complete their request. Strong knowledge of the CIBC systems and products to allow quick resolution of problems. Product knowledge - Deeply understand CIBC’s suite of products and work with others to ensure clients are connected to the right people and opportunities. Proactively suggest banking options that will help clients achieve their financial goals. Understand and leverage other internal departments within CIBC to assist clients on additional needs 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’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 love to learn. You’re passionate about growing your knowledge, and you know that there is no limit to what you can achieve. 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 goal oriented. You’re motivated by accomplishing your goals and delivering your best to make a difference. Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability. 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 Mailbox.careers-carrieres@cibc.com CIBC is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. 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 test (such as simulation, coding, French proficiency). We use artificial intelligence tools during the recruitment process. 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 2027-12-03 Job Location Regina-2412 11th Ave Employment Type Temporary (Fixed Term) Weekly Hours 37.5 Skills Call Center, Client Service, Communication, Customer Experience (CX), Outbound Calls, Work Collaboratively

What you’ll do

Serve as the first point of contact for credit card clients to address inquiries, resolve issues, and assist with account operations. Proactively identify client needs and suggest appropriate banking solutions to help them achieve their financial goals.

Requirements

Candidates must be able to work independently in a secure, noise-free home office environment with a high-speed wired internet connection. Applicants must be legally eligible to work in the specified location and flexible to work shifts between Monday and Sunday.

Benefits

• Competitive compensation • Banking benefit • Wellbeing support • Employee and family assistance programs • MomentMakers social recognition program

Listed skills

• Time management · Preferred
• Customer service · Preferred
• written communication · Preferred
• Problem solving · Preferred
• Product Knowledge · Preferred
• interpersonal skills · Preferred
• Account Management · Preferred
• Communication · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Call center
• Client service
• Communication
• Customer experience
• Problem solving
• Relationship management
• Product knowledge
• Interpersonal skills
• Written communication
• Verbal communication
• Time management
• Account management
• Outbound Calls
• Product Knowledge
• Accountability
• Artificial Intelligence
• Call Center Experience
• Customer Service
• French Language
• Innovation
• Interpersonal Communications
• Problem Solving
• Operations
• Relationship Building
• Response Rate
• Teamwork
• Solutions Focused
• Goal-Oriented

Job areas

• Customer Service & Support
• Finance & Accounting
• Contact Center Representative
• Call Center Representative
• Contact Centre Information Clerks
• Customer Service Representatives