Contact Centre Representative (Credit Counsellor, Client Account Management)

We at CIBC are looking for a Credit Counsellor to join our Client Account Management Department. The role involves connecting with clients who own a variety of CIBC products, discussing repayment options, and working to resolve outstanding debts.

What You'll Be Doing

You’ll assess client profiles, ask relevant questions to understand payment challenges, ensure clients are aware of contract terms, and offer solutions to prevent further delinquencies. You will respond to incoming calls or make outbound calls, maintaining ownership of each interaction in a friendly, empathetic, courteous, and professional manner.

How You'll Succeed

• Client engagement – Speak with clients to understand priorities, advise on solutions, and provide a forward‑looking financial plan.
• Problem solving – Obtain required information and use resources to identify and resolve client needs.
• Performance metrics – Thrive in an environment that rewards performance through key‑metrics reporting and coaching.
• Multitasking efficiency – Capture accurate information across multiple systems while engaging with clients in a fast‑paced environment.

Who You Are

• You put clients first and engage with purpose to find the right solutions.
• You love to learn, are passionate about growth, and believe there is no limit to what you can achieve.
• You are driven to succeed and motivated by accomplishing goals in a metrics‑driven environment.
• You are passionate about people, build trust through respect and authenticity, and listen and learn from others.
• You embody CIBC values – trust, teamwork, and accountability – and bring your real self to work.

What CIBC Offers

• Competitive salary, incentive pay, banking benefits, a benefits program, a defined‑benefit pension plan, an employee share purchase plan, a vacation offering, wellbeing support, and MomentMakers recognition program.
• Technological tools and spaces that support innovative solutions and client service excellence.
• Cultivated culture that allows you to express ambition through initiatives such as Purpose Day, a paid day off dedicated to growth and development.

What You Need To Know

• CIBC is committed to an inclusive environment where all team members and clients feel they belong.
• You must be legally eligible to work in the specified location(s) and, where applicable, hold a valid work or study permit.
• Legal availability for on‑site work at 81 Bay St, Toronto for a minimum 60‑day period is required. After training, remote work may be considered under the View email address on ca.talent.com program with specific workspace and internet requirements.
• Background and attribute‑based assessments, and other skills tests (e.g., simulation, coding, French proficiency), may be requested.
• Artificial intelligence tools may be used during the recruitment process.

Job Location

Toronto – 81 Bay, 25th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Analytical Thinking, Business Operations, Collections Management, Customer Education, Customer Service, Debt Collection Litigation, Negotiation, Recovery Services