Lead Care Manager engaging with individuals living with Serious Mental Illness/Substance Use Disorder. Remote flexible with occasional on - site visits in California's Bay Area.
About the role
- Bilingual Mortgage Renewal Specialist at CIBC managing routine mortgage inquiries, advising clients, cross-selling products, and working remotely with occasional onsite attendance.
Responsibilities
- Work in the Mortgage Contact Centre team as a Mortgage Renewals Specialist
- Serve as a single point of access for clients to handle routine mortgage inquiries
- Answer client inquiries requiring routine analysis and apply mortgage procedures, policies and principles
- Focus on client engagement: analyze customers' financial needs and identify cross-sell opportunities for CIBC products
- Problem solve, 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
- Maintain product knowledge of CIBC mortgage products, policies and industry trends
- Identify at-risk mortgage business and refer customers to the CIBC Retention Team
- Collaborate with internal business partners to troubleshoot delays or problems
- Perform work remotely under the Agent@Home model, with occasional on-site attendance as required
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 connections prohibited
- Flexible 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
- Legally eligible to work at the specified location; valid work or study permit where applicable
- May be required to complete attribute-based assessment and other skills tests (simulation, coding, French proficiency, MS Office)
- Experience with mortgages, call centre or client service roles (implied)
- Ability to follow scripts and comply with policies and regulatory requirements
Benefits
- competitive salary
- incentive pay
- banking benefits
- benefits program (subject to plan and program terms and conditions)
- defined benefit pension plan (subject to plan and program terms and conditions)
- employee share purchase plan
- vacation offering
- wellbeing support
- MomentMakers social, points-based recognition program
- Purpose Day (paid day off for growth and development)
- technological toolkit and collaborative spaces
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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