Contact Center Representative (Credit Cards CARE, Remote) -12 Months Contract

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

As a member of CIBC ’s Contact Centre Credit Cards Department, you will be the first point of contact for clients calling in with questions or requests related to their banking needs, answering incoming calls from our credit cards clients as well as calls transferred from other departments.

As a Contact Centre Specialist II, Cards CARE you will assist clients with their credit cards operations and inquiries, identify their needs, and proactively suggest solutions to help them achieve their financial goals. You demonstrate solid written, verbal, and interpersonal skills to make a difference in clients’ lives, obtaining complete information on clients’ issues and summarizing and verifying the facts. The Contact Centre Specialist II, Cards CARE supports best practices, providing information and solutions to existing and potential clients regarding CIBC ’s credit card products and services, including assisting clients with application and cancellation requests.

The role receives general instructions on routine work and requires limited direction, collaborating to find simple solutions that make it easy for clients to bank with us.

At CIBC we enable the work environment most optimal for you to thrive in your role. Y ou ca n effectively perform all work activities remotely, and will only be required to be on-site on an occasional basis.

Please note that the start date for this role is November 23, 2026 .

Our Contact Centre is open Monday to Friday 7:00AM to Midnight, Saturday-Sunday 7:00AM to 10:00PM. This is a full-time and shift oriented role. We would like for you to be flexible between these hours.

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 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.

How you'll succeed

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Client engagement - Focus on each client experience and connect on a personal level to offer an exceptional client experience. Engage in client-focused interactions that are meaningful and deliver trusted advice. Provide support for clients by helping them to manage their accounts and products. Connect and refer clients to the right CIBC contacts to enable their financial success.

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Problem solving - Listen, ask questions, and put yourself in the client’s shoes. Act like an owner by understanding the client`s needs and recommending solutions based on their needs. Remain solution-focused in order to identify opportunities to help our clients.

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Efficiency – Understand that the client’s time is valuable and effectively complete their request. Strong knowledge of the CIBC systems and products to allow quick resolution of problems.

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Product knowledge - Deeply understand CIBC ’s suite of products and work with others to ensure clients are connected to the right people and opportunities. Proactively suggest banking options that will hel