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CIBC Specialist, Client Support - Bilingual in Toronto, Ontario

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 (https://www.cibc.com/en/about-cibc.html)

What You’ll Be Doing

The Specialist, Client Support is responsible for providing administrative support and high quality customer service to clients and prospects in a channel, liaising closely with the business and clients to complete tasks. Perform implementation and/or client support tasks relative to the Cash Management products such as EDI / APA, Positive Pay, Corporate Clearing, Bulk Cheque Imaging, Lockbox along with Cheque testing services. Ensure customer inquiries and complaints are handled in an efficient, professional and timely manner. The role demonstrates solid written, verbal, interpersonal and analytical skills to prepare and maintain marketing and other material, compile reports, process expense report documentation, and maintain and develop the client database. The role makes recommendations on client matters to meet work objectives, ensuring that clients experience a bank that listens actively and demonstrates care for their unique needs. The role receives general instructions on routine work and participates in group projects as required. The Implementation & Support Agent is accountable to ensure the successful delivery of a high standard of service while upholding compliance to internal controls and procedures within the functional assigned responsibilities to Business Banking products customers.

At CIBC we enable the work environment most optimal for you to thrive in your role. You’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 1-3 days per week on-site, while other days will be remote.

How You’ll Succeed

  • Analytical Skills – Interpret, validate and execute internal and external client requests, conducting reviews of existing profiles and reviewing documentation before sending request to internal and external partners.

  • Business Development - On behalf of clients, liaise with internal business partners such as Intria, technology partners and channel services supported by the Business Client Centre (BCC). Reconcile and perform monthly independent balances on suspense accounts. Ensure the successful delivery of a high standard of service while upholding compliance to internal controls and procedures within functional assigned responsibilities.

  • Critical Thinking – Verify documentation according to established signing authority procedures to confirm that documents received from customers are properly executed to fulfill requests. Review complex requests related to Cash Management product(s) to ensure implementation of new products and amendments to existing products. Address gaps with documents received and educate requestor / partners to facilitate a resolution.

  • Operational Support - Perform a number of operational tasks relative to the daily and monthly processing Cash Management products and application services and taking appropriate action according to established procedures. Ensure all mandatory documentation such as Product Legal Agreements, AML compliance due diligence and signed Payment Product Settlement Limit documentation with supporting evidence of credit existence are received if applicable prior to proceeding with implementation. Ensure the successful delivery of a high standard of service while upholding compliance to internal controls and procedures within functional assigned responsibilities.

  • Relationship Building – Provide assistance to clients, internals / external partners and BCC colleagues to address questions related to basic implementation and support of the products. Also, provide assistance and guidance to more junior team members when required.

Who You Are

  • You have working knowledge of CIBC desktop applications such as COINS, Client Connect / Salesforce, ENVOY, MIF, CMO and Open Text.

  • 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 give meaning to data. You enjoy investigating complex problems, and making sense of information. You're confident in your ability to communicate detailed information in an impactful way.

  • 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 understand different perspectives. You listen and learn from the experiences 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.

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

  • 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 tests (such as simulation, coding, French proficiency, MS Office). 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

Toronto-81 Bay, 14th Floor

Employment Type

Regular

Weekly Hours

37.5

Primary Recruiter

Fariha Chowdhury

Skills

Active Listening, Budget Preparation, Client Relationship Management, Customer Experience (CX), File Maintenance, Interpersonal Communication, Presentation Preparations

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.

Every day, our 44,000 employees help our clients achieve their financial goals, because what matters to our clients, matters to us.

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