Contact Centre Representative

Description:

You will join the Contact Centre Investment Team as a Mutual Funds Representative. You will focus on providing an excellent client experience, by recognizing opportunities to promote CIBC investment products and services that help clients achieve their financial goals. You will be responding to client inquiries related to mutual fund and fixed term investments and provide detailed and in-depth information on products and services.

The start date for this role is April 22nd, 2024. Our Contact Centre is open Monday to Friday from 08:00 AM to 08:00 PM. This is a full-time and shift oriented role. We would like for you to be flexible between these hours.

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 Engagement – Build rapport and establish positive working relationships with clients by using discovery questions and industry standard Know Your Client (KYC) questions to determine client needs and provide information on the right investment products or services.
• Product Knowledge - Provide detailed, factual and/or technical information on Savings, Income, Growth, Index and Managed Portfolio Solutions for various Mutual Fund account types. Open new Mutual Funds accounts and complete Mutual Fund transactions on existing accounts, including purchases, redemptions and transfers (buying and selling) from one fund to another by following all MFDA rules and regulations and completing a KYC before each interaction.
• 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. Recognize and act on opportunities to engage clients in discussions of additional CIBC products and services.