Client Service Representative

CIBC - Montréal, QC (4 months 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

CIBC Asset Management Inc. is one of Canada's largest asset management firms with over $120 billion in assets under management. We are leaders in providing a broad range of high-quality global investment management solutions to retail and institutional clients.

Our assets include those under institutional money management for pension funds, endowments and insurance funds, private wealth management, and those that are part of the CIBC family of mutual funds such as CIBC Mutual Funds and Renaissance Investments family of funds and the CIBC family of managed portfolio solutions such as Managed Portfolio Services (MPS), Personal Portfolio Services (PPS), Frontiers Pools, and Axiom Portfolios. CIBC Asset Management is part of the CIBC Wealth Management group.

At CIBC Asset Management, our goal is to help our clients achieve what matters to them. Our philosophy is based on the CIBC values of Trust, Teamwork, and Accountability and we achieve results for our clients through an in-depth disciplined investing approach based on rigor and research.

What You’ll Be Doing

As a Client Service Representative, you will be accountable for providing exceptional quality of service to existing and prospective clients. Our clients include CIBC retail branches, CIBC Wood Gundy, third party dealers, financial advisors, administrative support staff, and investors. Service is provided to our clients by telephone, fax, mail, and e-mail. All clients are serviced in a courteous, dynamic, and professional manner. Requests are varied in nature and include inquiries on our funds, our products, and client account administration.

How You’ll Succeed

Client Engagement - Respond to and service inbound calls to achieve mutually satisfactory solutions while complying with current CIBC policies and procedures. Investigate, research, follow-up, and resolve account issues. Ensure that all client contact (by phone, fax or email) remain professional and courteous, and their concerns are addressed and solved within appropriate delays. Contribute to the general effort in order to meet the center’s quality of service objectives, and identify and report internally all client complaints and service inefficiencies ( regardless if caused by human error or technology limitation).
Sales Initiatives – Use various techniques to add value to calls and proactively educating advisors on our products. Participate in the sales process by providing leads and referrals to the sales team. Identify and provide alternatives to advisors seeking to redeem funds (asset retention). Participate in business building activities such as roadshows, client events, conferences, etc.
Administration and Productivity – Make an equal contribution in relation to other CSRs in terms of call handling by respecting the call centre's productivity and quality standards, and continuously promote methods to improve quality service delivery. Complete call reports accurately and ensure that relevant information is distributed to appropriate colleagues or business units. Deliver a superior client experience and keep up-to-date with all changes within the organization, procedures and new or revised products.

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'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 have a degree/diploma in University Degree or College diploma combined with two year related experience in the financial or investment industry. Successful completion of the Canadian Investment Funds Course offered by the IFSE Institute or preferably the Canadian Securities Course.
You can demonstrate experience in customer service skills, preferably in a Call Centre environment. You have superior listening skills with a demonstrated customer-focused and action oriented approach.
You’re fluent in English and French.
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 at the location(s) specified above and, where applicable, must have a valid work or study permit

Job Location

1500, Boul Robert Bourassa

Employment Type

Regular

Weekly Hours

37.5