Internal Queue Specialist - Toronto, Canada - CIBC

CIBC

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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

Job Description:

What You'll Be Doing

The Internal Queue Specialist is responsible for supporting all Estate and POA complex tasks and escalations. This role requires you to have an in-depth understanding of Estate and POA processes, end to end.

These employees deliver value-added resolutions or, when appropriate, recommendations for resolution, within established Service Level Agreements (SLA's) with business partners( Legal, Compliance, CIBC LOBs, and Client Care) from the time the matter is escalated.

These employees are accountable for providing guidance and advice in problem resolution to other employees of CIBC, those in more senior position.

At CIBC we enable the work environment most optimal for you to thrive in your role. To successfully perform the work, details on your work arrangement (proportion of onsite and remote work) will be discussed at the time of your interview._

How You'll Succeed

Key Responsibilities:

Manage and Support Complex Estate and POA files
Provide risk assessments on probate waiver requests over $100k, including dual wills
Manage client care and executive escalations end to end
Complete root cause analysis on issue
Summarize and Identify coaching and other areas of opportunities
Conduct Banking Centre Educations Sessions
Work closely with senior executives, legal, compliance and other LOBs
Must have extensive product and estate knowledge
You are proficient in Common Law and Civil Code Estate Settlement and Product Knowledge.
Train and support new hires
Executive Complaints reporting
Act as Estate SME on projects
Review and update all Estate and POA related front line knowledge central procedures
Support Estate and POA leaders, managers and employees
Possess strong negotiation and mediation skills when to facilitating between clients and lines of business in order to provide mutually acceptable resolution
Exceptional interpersonal & communication skills to deal with sensitive and conflictfilled situations.
Bilingual (English/French) is an asset

Who You Are- You engage with your heart and mind. You care about people and understand different perspectives. You listen and learn from the experiences of others.- You understand that success is in the details. You notice things that others don't. Your critical thinking skills help to inform your decision making.- You're driven by collective success. You know that collaboration can transform a good idea into a great one.

You understand the power of an inclusive team that enjoys working together to bring a shared vision to life.- You embrace and champion change.

You'll continuously evolve your thinking and the way you work in order to deliver your best.- 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.- 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 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 health benefits program, defined benefit pension plan, an employee share purchase plan 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.

What you need to knowYou need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.

Job Location

Toronto-750 Law Ave. W., E10

Employment Type

Regular

Weekly Hours

37.5

Skills:

Business Decisions, Client Relationship, Common Law, Communication, Conflict Mediation, Estate Administration, Estate Disputes, Estate Law, Estate Litigation, Estate Management, Estate Services, Management Reporting, Negotiation, Power of Attorney (POA)