Contact Centre Representative - Credit Counsellor, Client Account Management

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  

You’ll be joining CIBC’s Client Account Management Department as a Credit Counsellor, and making a real difference for our clients. You’ll connect with our clients who own a variety of CIBC products and discuss repayment options to potentially resolve outstanding debts. This is done using a combination of assessing client profiles, and asking relevant questions to understand why our clients have fallen behind on payments.  You'll ensure the client is aware of the terms and conditions of their contractual obligations and offer solutions to prevent further delinquencies.  

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.  

Kindly note, this position will begin on site at 400 Burrard Street, Vancouver for a minimum 60 day period. In the event you are provided the opportunity to work from home, the below requirements are mandatory for our Agent@Home  program. 

CIBC has embarked on an Agent@Home remote work program and all employees may be given the opportunity to work from home after an initial training and assessment period of at least 60 days. The expectation is that you must be able to attend your primary CIBC location within two hours upon request. 

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 must 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 January 11th, 2027. Our Contact Centre is open Monday to Friday from 7:00 AM to 8:00 PM PDT and Saturday from 8:00 AM to 4:00 PM PDT. This is a full-time permanent position and a shift-oriented role and we’d like you to be flexible between these hours, which include evenings and weekends.   

How You'll Succeed   

• Client engagement – Speak with clients to understand their priorities, advise them on solutions, and provide a forward-looking financial plan. Use your knowledge of cash management, credit, investment and wealth protection to help clients meet their goals. 
• Call Ownership – Respond to incoming calls or make outbound calls. Take complete ownership of calls in a friendly, empathetic, courteous and professional manner. 
• Problem solving – acts effectively by knowing how to obtain information required and uses one’s network to identify and solve for a problem or need. 
• Performance Metrics – you can thrive in an environment that rewards performance through regular key metrics reporting and coaching 
• Multitasking Efficiency - Demonstrate ability to efficiently capture accurate information across multiple systems while engaging with clients. Maintain effective communication and ensure seamless service delivery in fast-paced environment. 

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 in a metrics-driven environment 
• 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.  
• You live your values. You bring high standards, genuine care to your relationships, and want to grow with an employer that shares your values and brings out your best.

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]

• 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.

Job Location

Vancouver-400 Burrard 5th

Employment Type

Regular

Weekly Hours

37.5

Skills

Analytical Thinking, Business Operations, Collections Management, Customer Education, Customer Service, Debt Collection Litigation, Negotiation, Recovery Services