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About the role
- Bilingual Mortgage Renewal Specialist answering routine mortgage inquiries, analyzing needs, retaining clients, and cross-selling CIBC products remotely with occasional onsite requirements.
Responsibilities
- Serve on the Mortgage Contact Centre team as a Mortgage Renewals Specialist
- Act as a single point of access for clients to conduct routine mortgage inquiries
- Answer client inquiries requiring routine analysis and application of mortgage procedures, policies, and principles
- Analyze customers’ financial needs holistically and identify opportunities to cross-sell CIBC banking products
- Provide detailed and factual explanations of recommended actions and ensure client understanding
- Listen, ask questions, take accountability for client issues, and escalate or consult internal partners when needed
- Ensure solutions comply with CIBC policies and regulatory requirements and follow scripts to provide accurate information
- Maintain knowledge of CIBC mortgage products, policy changes, competitor actions and legislation affecting mortgages
- Identify ‘at risk’ mortgage business and refer customers to the CIBC Retention Team to retain clients
- Collaborate with internal business partners to troubleshoot delays or problems and connect clients to the right people
Requirements
- Fluent in French and English (bilingual)
- Ability to work independently as an Agent@Home with a secure workspace (room/office with a door)
- Wired Internet connection (minimum 15 Mbps download / 10 Mbps upload); satellite Internet prohibited
- Availability to work Monday–Friday 9:00 am–8:00 pm and Saturday 9:00 am–5:00 pm
- Ability to attend primary CIBC location within two hours upon request for outages/contingency/team meetings/events
- Legally eligible to work at the specified Canadian locations (valid work or study permit where applicable)
- May be required to complete attribute-based assessment and skills tests (simulation, coding, French proficiency, MS Office)
- Experience with call center/customer service, mortgages, outbound calls, business development preferred
Benefits
- Competitive salary
- Incentive pay
- Banking benefits
- Benefits program (subject to plan and program terms and conditions)
- Defined benefit pension plan (subject to plan terms)
- Employee share purchase plan
- Vacation offering
- Wellbeing support
- MomentMakers social, points-based recognition program
- Purpose Day (paid day off for growth and development)
- Agent@Home remote work arrangement (work from home)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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