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

What you'll be doing

Business Banking supports entrepreneurs and business owners with advice, service, and solutions that help them manage and grow their businesses. As a Business Client Advice Centre Agent, you'll be the first point of contact for clients reaching out through the inbound queue, delivering responsive customer service and helping triage requests to the right support channels. You'll manage a range of client inquiries with professionalism, accuracy, and care while creating a positive experience in every interaction. Using your contact centre experience and business banking knowledge, you'll identify client needs, address routine requests, and help ensure clients receive timely support. In this fast-paced environment, you'll balance service excellence, sound judgment, and attention to detail to support smooth day-to-day operations.

At CIBC we enable the work environment most optimal for you to thrive in your role. You can effectively perform work activities remotely, and will only be required to be on-site on an occasional basis. Details on your work arrangement will be discussed at the time of your interview.

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 as an Agent @ Home with a secure workspace, in a room or office with a door that closes it off from noises and distractions.
• 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.

The Business Client Advice Centre (BCAC) is open Monday to Friday from 8:00 AM to 8:00 PM ET and Saturday from 10:00 AM to 6:00 PM ET. You must be able to work flexible hours on a rotating basis to accommodate client and branch schedules. Hours could change to accommodate future branch hours and to support branches nationally.

How you'll succeed

• Client service - Answer inbound client calls, provide a high level of customer service, and create positive experiences through clear, professional communication.
• Request triage - Assess client needs, identify the nature of each inquiry, and direct requests efficiently to the appropriate team or solution.
• Problem solving - Resolve routine client concerns and service requests accurately while using sound judgment to escalate more complex matters when needed.
• Operational excellence - Follow established contact centre processes and service standards to support consistent, timely, and compliant client interactions.
• Team contribution - Work collaboratively with partners across Business Banking to support shared goals and help maintain an efficient, client-focused advice centre environment.

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 know that details matter. You notice things that others don't. Your critical thinking skills help to inform your decision making.
• You can demonstrate experience in contact centre operations, inbound call handling, customer service, business banking knowledge, and working in a fast-paced environment.
• You act like an owner. You thrive when you're empowered to take initiative, go above and beyond, and deliver results.
• You're motivated by collective success. You know that teamwork can transform a good idea into a great one. You know that an inclusive team that enjoys working together can bring a vision to life.
• You can work effectively in a remote environment. You’re able to work independently in an Agent@Home setting with a secure, distraction-reduced workspace and reliable connectivity to support consistent call quality.
• 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 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
• CIBC is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.
• 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 test (such as simulation, coding, French proficiency).
• We use artificial intelligence tools during the recruitment process. 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

QC-1155 Bl. Rene Levesque-Virtual

Employment Type

Regular

Weekly Hours

37.5

Skills

Analytical Thinking, Cash Flow Analysis, Client Service, Customer Experience (CX), Investment Portfolios, Post-Sales Support, Product Knowledge, Transaction Banking