Mortgage Servicing Representative

CIBC - Toronto, ON (30+ days ago)

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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 feel empowered at work. Our team members have what they need to make a meaningful impact and feel truly valued for who they are and what they contribute.

To learn more about CIBC, please visit CIBC.com

Job Description

Mortgage Servicing Representative

We’re on a mission to build the relationship-focused bank of the future and we’re looking for the passionate collaborators, innovators, advisors, and leaders who can get us there. Our distinct culture is built on a shared commitment to do what’s right for our clients, our people, and our communities, and we strive for excellence in everything we do. Because life at CIBC is not only what you do, but how you do it .

To learn more about CIBC, please visit CIBC.com

What You’ll Be Doing

You’ll work in the Mortgage Contact Centre team. As a Mortgage Servicing Representative you’ll be a single point of access through which clients are able to conduct the majority of their routine mortgage inquiries. You’ll focus on answering client inquiries that require routine analysis and the application of mortgage procedures, policies and principles.

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. Provide customers with detailed and factual explanations of recommended actions, and ensure the client has a full understanding of the issues.
Problem Solving - Listen, ask questions, and put yourself in the client’s shoes. Act like an owner by taking accountability for client issues, and know 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 – Understand CIBC’s mortgage products and use your knowledge to connect clients with the right product. 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. Identify “at risk” mortgage business and make every effort to retain clients with CIBC by referring customers to the CIBC Retention Team.
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.
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.
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.
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, our people are our greatest asset. You’ll become part of a diverse community that acknowledges everyone’s unique talents, and empowers teams to do what’s right for the client, and to do it well. As part of our team, you will:

Thrive: Benefit from an open and approachable culture that provides the flexibility and support you need to integrate your life at work and at home
Connect : Work in a place where the right technology and infrastructure fosters innovation, collaboration and creativity
Develop: Grow your skills and career through our best-in-class onboarding experience, ongoing learning opportunities, individual development planning, and comprehensive product training
Prosper: Share in our collective success with a competitive salary, incentive pay, banking benefits, health benefits program, and employee share purchase plan
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 during the application or interview process, please contact Mailbox.careers-carrieres@cibc.com
You need to be legally eligible to work in Canada at the location(s) specified above and, where applicable, must have a valid work or study permit
This is a regular full time role with a schedule of 37.5 hours each week, located at 750 Lawrence Avenue West, Toronto. Your hours will be based on our contact centre operations, and you may need to work days, evenings and weekends
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 during the application or interview process, 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
Job Location

Toronto-750 Law Ave. W., E8
Employment Type

Regular
Weekly Hours

37.5