First Nations, Métis, Inuit Candidates - Vaughan, Canada - CIBC

Description

At CIBC, we are in business to help our clients, employees and shareholders achieve what is important to them. Our ability to create value for all CIBC stakeholders is driven by a business culture based on common values: Trust, Teamwork and Accountability. Working with CIBC makes you a part of a work environment committed to our clients, employees and communities - a place where you can excel.

The following job posting and assessment questions were crafted by Kiinago Biinoogi Muskiiki ('Our Children's Medicine' in English) in consultation with Indigenous Elders, Knowledge Keepers and other members of the community. Applications housed on this platform provide a unique opportunity for First Nations, Métis and Inuit job seekers to have the option of sharing their whole selves with potential employers, including their lived experience and transferable skills. For more information, visit

What you'll be doing

As a member of CIBC's Mortgage Contact Centre team, the Mortgage Servicing Representative acts as the single point of access through which clients can conduct most of their routine mortgage inquiries and mortgage related information. You'll focus on answering client inquiries that require routine analysis and the application of mortgage procedures, policies and principles.

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

We have embarked on an remote work program and all employees are required to meet the program requirements.

Agent @ Home Program Requirements

• Ability to work independently in a private and quiet workspace (ie. in a room or office with a door that closes)
• 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.

Our Contact Centre is open 8am to 8pm Monday to Friday. This is a full-time and shift-oriented role, we'd like you to be flexible between these hours. We're hiring for multiple positions.

How you'll succeed

• Client Engagement – Focus on client experience and connect on a personal level to make every interaction meaningful. Analyze the customer's financial needs holistically and in addressing the initial mortgage request, identify additional financial needs of the customer through opportunities to cross sell additional CIBC banking products.
• Problem Solving - Listen, ask questions, and put yourself in the client's shoes. Act like an owner by taking accountability for client issues and knowing when to lean on others to find the right solutions and provide client satisfaction. Ensure that the solutions offered meet customers' needs and comply with CIBC policies and regulatory requirements, follow scripts and provide accurate information in a timely manner.
• Product Knowledge – by learning our CIBC's mortgage products you will use your knowledge to connect clients with the right product. You will maintain knowledge of new products, policies, procedures, external trends and developments with issues pertaining to mortgages (i.e., Competitors' actions and legislation changes) in order to meet client needs.
• Relationship Building - Collaborate with others to ensure clients are connected to the right people and opportunities. Analyze the task at hand and make informed decisions to find the most appropriate solution available from a variety of options, taking into consideration the situational factors and existing procedures and policies and consult with internal business partners of related departments regarding their operations to trouble-shoot delays or problems.

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.

You put our clients first. You engage with the 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. * You're adaptable. You embrace and champion change. You'll continuously evolve your thinking and the way you work in order to deliver your best. * You engage with your heart and mind. You care about people and respect different perspectives. You listen to and learn from the experiences of others. * You're passionate about people. You find meaning in relationships and surround yourself with a diverse network of partners. You connect with others through respect and authenticity. * Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.