Chat Specialist, Contact Centre Remote Bilingual

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

**What You’ll Be Doing**

You’ll join CIBC’s Chat & Social Media Contact Centre team.

As a Bilingual Chat Specialist, you’ll play a key part in supporting the Contact Centre strategic objectives along with other lines of businesses such as Telephone Banking & Credit Card Services.

You’ll ensure an optimal client experience when using our online and mobile banking channels.

You’ll be responding to customer inquiries, complaints, guidance and trouble shooting.

The start date for this role is **December 15, 2025** our Contact Centre is open **Monday to Friday, from 7:00 am to Midnight and Saturday and Sunday from 9:00 am to 6:00 pm** .

This is a full-time and shift-oriented role, we’d like you to be flexible between these hours including evenings, weekends, and holidays **.**

_At CIBC we enable the work environment most optimal for you to thrive in your role._ _You can effectively perform all work activities remotely and will only be required to be on-site on an occasional basis._

We have embarked on an Agent@Home remote work program.

All employees are required to meet the Agent@Home program requirements and be able to attend your primary work location within two hours’ notice for any business related purposes.

Agent @ Home Program Requirements:

+ Ability to work independently in a private and quiet workspace (ie.

in a room or office with a door that closes)
+ Wired Internet connection capable of continuously supporting excellent call quality and high-speed response rate (internet connection can be connected to modem through hard cable (not wireless) with a minimum download speed of 15 mbps and upload speed of 10 mbps)
+ Satellite internet providers are prohibited and cannot be used due to the impact on call quality and the stability of service.

**How You’ll Succeed**

+ **Client Service Skills** - Provide support to clients via written platforms by helping them to manage their accounts and products.

Focus on each client experience and connect on a personal level to make every interaction meaningful.

Connect and refer clients to the right CIBC contacts to enable their financial success.
+ **Problem Solving** – Engage with our clients by asking questions, and putting 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 solutions.
+ **Multitask -** Manage up to two real time chats simultaneously to help clients address and resolve concerns.
+ **Communication –** Demonstrate strong professional written communication skills while interacting with clients.

**Who you are**

+ **You can demonstrate experience in** having a typing speed of at least 50 WPM
+ **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 engage with your heart and mind** .

You care about people and respect different perspectives.

You listen to and learn from the experiences of others.
+ **You’re goal oriented.** You’re motivated by accomplishing your goals and delivering your best to make a difference.
+ **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 support business operations outside of Québec, Canada.

**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 benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, 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.

*Subject to plan and program terms and conditions

**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**

Quebec VIRTUAL

**Employment Type**

Regular

**Weekly Hours**

37.5

**Skills**

Call Center, Client Service, Customer Experience (CX), Live Chat, Mobile Banking, Online Banking, Social Media

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.

Required Skill Profession

Other General