Worth, Illinois

Overview

CIBC is a leading North American financial institution with 10 million personal banking, business, public sector and institutional clients. CIBC offers a full range of advice, solutions and services in the United States, across Canada and around the world. In the U.S., CIBC Bank USA provides commercial banking, private and personal banking and small business banking solutions and CIBC Private Wealth Management offers investment management, wealth strategies and legacy planning.

CIBC works to help you make your ambitions a reality with a team that is committed to being always professional, genuinely caring and collaborates to find simple solutions as we build our relationship-focused bank for the modern world.

Every year, CIBC is recognized for its business success, community commitment and employee initiatives. We are proud of this success and are committed to creating an inclusive workplace and an environment where all of our team members can excel.
Responsibilities

  • Be a liaison for the training team within the department to maximize client experience and enhance the knowledgebase of front line agents.
  • Manage borrowers and inquiries that are more challenging, which may require de-escalation of calls. Make it right, so the borrower ends with a positive experience.
  • Resolve client inquiries by researching, exploring alternative options, and implementing solutions. Recognize when to escalate unresolved issues.
  • Learning, retaining, and refreshing job knowledge in order to relay the correct solutions to clients.
  • Support and be a primary resource for front line agents for all loan related inquiries that require additional expertise beyond a general inquiry.
  • Take ownership of more complex scenarios and recognize when to directly relay information to borrowers to ensure understanding and a better client experience.
  • Work closely with our partners in Credit Risk, Loan Servicing, etc to provide exceptional service and timely/accurate information.
  • Manage a portfolio of maturing consumer loans, facilitating new loan applications as the need arises.
  • Ability to provide high quality service in a fast paced environment.
Qualifications

  • Ability to provide excellent service with a client-centric focus.
  • Excellent verbal and written communication skills.
  • Professional and courteous phone manner in order to service internal and external clients and handle sensitive inquiries.
  • Strong interpersonal and analytical skills.
  • Demonstrate ability to resolve difficult client exchanges by providing a high quality and service focused experience and giving applicable solutions.
  • Good working knowledge of software (Excel, Word, Microsoft Office, etc.), and have the ability adapt to new technology as tools continue to evolve.
  • Experience with CRMs, Encompass, FIS tools is preferred.
  • 3+ years of experience in servicing consumer loans is required.
  • Call Center experience is an asset.

Worth, Illinois

CIBC U.S. provides tailored commercial, wealth management, personal, and small business financial solutions as well as cross-border banking services to clients with North American operations. We are backed by a 150-year-old Toronto-based, global financial institution with our U.S. headquarters in Chicago. We invest in our businesses, our clients, our people and our communities. We strive to build trusting and enduring relationships by putting our clients at the center of all we do. We use our values to guide our decisions, actions and interactions with our clients, our team members and our communities. Member FDIC | Equal Housing Lender.

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