CIBC
Job title:
Sr. Processor, Operations Management
Company
CIBC
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 visitWhat You’ll Be DoingOur Business & Client Support Team provides specialized support for our CIBC Banking Centres, Client Care, BCC and business client’s relating to Cheque and Currency lines of business. As a member of the Business & Client Support, Mississauga Client Response Team, you’ll work in a fast-paced call centre environment where you’ll make a meaningful difference in our client’s and business partner’s lives, fostering key relationships to enhance the team’s success. You’ll use your expertise of CIBC’s Cheque and Currency products and your processing experience on a number of different operating systems to provide first time resolution. As a Sr. Processor, whether it’s receiving incoming calls on our main queue line or managing one of our specialized mailboxes, you’ll be the first line of support for our client’s issues and inquiries. To help deliver a great client experience, you’re flexible to work our contact centre hours, which includes rotational shifts to cover the operating hours of 8:30 am to 7:00pm EST, Monday to Friday.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.How You’ll SucceedOperational Excellence – Using Agent@Home capabilities, you’ll deliver an exceptional client experience by listening, asking questions and understanding your client’s needs. You will act like an owner by taking accountability of your client’s issues. You’ll provide detailed and accurate resolutions, knowing when to escalate to senior employees to assist in offering alternate solutions. Strong communication and writing skills are a requirement for this role.Teamwork – You enjoy helping internal partners, working together towards a common goal to meet shared team targets and the timely completion of incoming inquiries. Participation in team events and celebrations to foster strong internal working relationships is central to you to build trust and rapport with your peers.Time Management – Using your strong organizational skills and procedural knowledge, you’ll efficiently balance your workload to manage priority tasks and meet service level agreements or guidelines. You will develop daily routines that incorporate the opportunity for self-development and continuous improvement.Leveraging Technology – Become a Client Response expert. Broaden your knowledge in key technologies (e.g. COINS,/ CLASS, Ecif, ServiceNow) and have a good working knowledge of software packages (Windows and Microsoft products (Word and Excel)). You have the ability to leverage several applications concurrently, logging and validating client details on numerous applications and striving to provide an immediate resolution when possible.Business Knowledge – Knowledge of the Cheque and Currency processes and procedures is an asset. Additional background in call centre or client facing role is beneficial to manage time-sensitive and potential complaints from our CIBC Banking Centre clients. You will have an opportunity to grow your skills and career through our best in class onboarding experience, ongoing learning opportunities, and individual development planning.Who You AreYou put our clients first. You engage with the purpose of finding the right solutions. You go the extra mile, because it’s the right thing to do.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 engage with your heart and mind. You care about people and respect different perspectives. You listen to and learn from the experience of others.You’re goal oriented. You’re motivated by accomplishing your goals and delivering your best to make a difference.You love to learn. You’re passionate about growing your knowledge. You have a strong sense of curiosity.Values matter to you. You bring your real self to work and you live our values – trust, teamwork and accountability.What CIBC OffersAt 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 conditionsWhat you need to knowCIBC 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 contactYou 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 Mississauga-155 Britannia Rd EEmployment Type RegularWeekly Hours 37.5Skills Business Operations, Escalation Management, Office Administration, Operations Management, Organizing, Policy Interpretation, Prioritization
Expected salary
Location
Mississauga, ON
Job date
Sun, 10 Nov 2024 01:34:46 GMT
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