Escalation Officer - Virtual - Bilingual

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 team, the Escalation Officer is responsible for supporting the business through a range of activities including business analysis, project co-ordination, user experience, relationship management and continuous improvement. The role applies comprehensive skills to assist with work packages and business analysis to drive client-focused initiatives that ensure CIBC remains relevant to Canadians’ changing banking behaviours. The Escalation Officer makes decisions on their own work methods to prepare schedules for work activities, monitoring work progress, responding to changing priorities, adjusting work schedules accordingly and resolving obstacles. The role exercises independent judgement within defined procedures, meeting with the business to document business requirements, ensuring they maximize operational efficiency, and determine estimates of work required and duration for projects. The role applies professional, analytical and communication skills to maintain the momentum of work packages against a background of changing priorities.

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

We have embarked on an Agent@Home remote work program. The expectation and details will be confirmed if you move through the recruitment process. Even though this role is a remote position, the expectation is that you must be able to attend your primary CIBC location within two hours upon request (e.g. technology/service outages, Business Contingency Planning, team meetings, celebration, events, etc.).

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.
  
  
• You’re flexible to work from Monday to Friday from 8:00 am to 7:00 pm EST.
  
  

How you'll succeed

• Business Management - Support the Mobile Advice leadership team, work in a fast paced environment to effectively execute strategic priorities of varying complexity. Strong communication and presentation skills, both written and verbal, to support employee engagement across Mobile inclusive of executive communications. Identify and implement opportunities for improving the efficiency of processes within Mobile Advice.
  
  
• Project Delivery - Support the delivery of priority Mobile Advice projects, processes, reporting and work packages. Perform business analysis, document current and future state processes and create business requirements. Prepare presentation material and communications and partner on change management activities to support initiatives. 
  
  
• Relationship Management - Maintain professional relationships with multiple partners and clients through excellent interpersonal skills. Communicate proactively with colleagues to plan and organize work across stakeholders. Liaise with stakeholders to solicit their input into the development of new or enhanced business processes, and to ensure aligned operations and communications.
  
  
• Reporting - Track progress and conduct analysis of data and reports. Support in the tracking and communication of performance metrics.
  
  

Who you are

• You act like an owner. You thrive when you're empowered to take the lead, go above and beyond, and deliver results.
  
  
• You understand that success is in the details. You notice things that others don't. Your critical thinking skills help to inform your decision making.
  
  
• You embrace and champion change. You'll continuously evolve your thinking and the way you work in order to deliver your best.
  
  
• You're driven by collective success. You know that collaboration can transform a good idea into a great one. You understand the power of an inclusive team that enjoys working together to bring a shared vision to life.
  
  
• Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.
  
  
• You're digitally savvy. You seek out innovative solutions and embrace evolving technologies. You can easily adapt to new tools and trends.
  
  
• Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.
  
  
• You're fluent in French and English to serve our clients in the community
  
  

What CIBC Offers

At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.

• We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, and MomentMakers, our social, points-based recognition program.
  
  
• Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.
  
  
• We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.
  
  

*Subject to plan and program terms and conditions

What you need to know

• CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact [email protected]
  
  
• You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.
  
  
• We may ask you to complete an attribute-based assessment and other skills tests (such as simulation, coding, French proficiency, MS Office). Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.
  
  

Job Location

Quebec VIRTUAL

Employment Type

Regular

Weekly Hours

37.5

Skills

Analytical Thinking, Business Effectiveness, Client Service, Customer Experience (CX), Detail-Oriented, Judgement, Mortgages, Risk Management and Mitigation, Teamwork