Personal Banking Representative — Fredericton Customer Contact Centre
Business Unit Description:
CIBC Retail Markets is a full-service retail bank serving more than nine million clients across Canada through 1,073 branches, 3800 ABMs, four telephone banking centres and online banking, as well as through CIBC's unique banking offer, President's Choice Financial, a co-venture with Loblaw Companies Limited.
Our more than 22,000 employees, focused on providing excellence in client service, product solutions and relationship-based advice, contribute 59% of CIBC's net income.
Amicus Bank is an internet bank that integrates financial services through a network of partners. Amicus Bank offers customers a better way to do their banking by offering no-fee day-to-day banking, great rates and superior service. Customers can save time by doing their banking through a variety of channels internet, phone or bank machine.
Key Accountabilities / Activities:
Application Instructions:
- Resumes must be submitted online only, through the (RMS) Recruitment Management System.
- Late submissions will not be accepted.
- CIBC thanks all applicants for their interest; however only those selected for an interview will be contacted.
Purpose of job: In an inbound contact centre environment, the Personal Banking Representative will be responsible for providing excellent service to existing and potential President’s Choice Financial customers. The ability to promote PCF banking products and services, determine customer needs and financial goals and match those needs with products is required.
The ideal candidate will have a proven track record in customer service and have a passion for meeting and exceeding customer expectations.
The primary role of the Personal Banking Representative is to “delight” the customer with a superior service experience. Personal Banking Representatives are directly accountable for telephone service quality calls. This involves providing information on all financial products offered by PCF. It also involves opening deposit accounts (chequing and savings) and credit products. The Personal Banking Representative will be measured on service results and also on the value they add through:
- Providing an excellent customer experience by responding to customer calls in a courteous, knowledgeable and professional manner.
- Providing detailed factual information and advice to customers over the telephone relating to their banking. Established procedures, policies and principles provide guidance to the incumbent for resolving customer issues.
- Quickly analyzing and interpreting customer inquiries to identify customer needs
- Listening to customers, asking questions as appropriate to discover needs while simultaneously using a keyboard information received by online systems (multi-tasking) Fulfilling customer expectations in a way that also complies with policies, practices and procedures
- Identifying and resolving complaints, influencing to achieve a solution which is mutually satisfactory to the customer
- Regularly updates own knowledge of new products, procedures and organizational changes, etc. to answer customer queries promptly.
Requirements:
Competencies (i.e. skills and knowledge)
- Excellent customer service skills; minimum 2 years experience
- Proven Sales experience, minimum 1 year experience
- Strong interpersonal, communication (verbal and written) and listening skills;
- Experience working in an environment which is consistently undergoing change;
- Good problem solving and decision making skills;
- Computer literacy in a Windows environment;
- Developed influencing/negotiating skills sufficient to promote and/or sell banking products and services to customers and resolve customer differences concerning procedures and practices.
- Call center and/or financial industry experience is an asset
- Bilingualism (English-French) an asset
- Flexibility to work shifts, including weekends and holidays is a must
Compensation:*
Starting Salary: $28,500
After 6 Months: $29,400 – $31,800
After One Year: $30,300 – $34,900
*Assuming you are meeting all performance expectations
Special conditions:
Special conditions:
The eleven (11) week training program will consist of seven (7) weeks of daytime training (typically Monday to Friday, from 9:00am to 5:00pm) followed by four(4) weeks of evenings and weekends.
You must be 100% flexible to work between the hours of 7am 1am, 7 days a week.
CIBC is committed to providing employees with competitive compensation that reflects individual contribution, business performance and the markets in which we compete for talent. We pay-for-performance; employee total compensation is linked to CIBC's goals and performance.
Total compensation is made up of several components that may include base salary, cash incentive awards, commission earnings, and deferred equity awards as well as pension and benefits. Join CIBC and share the success of the business.
CIBC is an equal opportunity employer. It is the Company's policy to recruit and select applicants for employment solely on the basis of their qualifications, with emphasis on selecting the best-qualified person for the job. CIBC does not discriminate against applicants based on race, color, religion, sex, national origin, or disability or any other status or condition protected by applicable federal, state or local law.
Skills:
- Call Centre Inbound
- CIBC Knowledge
- Communication
- Influencing & Negotiating
- Interpersonal Understanding
- Keyboarding
- Negotiations
- Results Orientation
- Sales
- Teamwork & Partnering
Please apply using the link below:
http://cibc.njoyn.com/cibc/xweb/xweb.asp?clid=49229&page=jobdetails&jobid=j0308-0297&brid=383981
