Chat Specialist, Contact Centre - Remote - Bilingual

2025-05-25 | CIBC | Quebec City | QC | Canada

Perks & Benefits:

Location:

Quebec City, QC

Job Type:

Full-time

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

You’ll join CIBC’s Chat & Social Media Contact Centre team. As a Bilingual Chat Specialist, you’ll play a key part in supporting the Contact Centre strategic objectives along with other lines of businesses such as Telephone Banking & Credit Card Services. You’ll ensure an optimal client experience when using our online and mobile banking channels. You’ll be responding to customer inquiries, complaints, guidance and trouble shootingce.

The start date for this role is August 4th 2025 our Contact Centre is open Monday to Friday, from 7:00 am to Midnight and Saturday and Sunday from 9:00 am to 6:00 pm . This is a full-time and shift-oriented role, we’d like you to be flexible between these hours including evenings, weekends, and holidays.

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. All employees are required to meet the Agent@Home program requirements and be able to attend your primary work location within two hours’ notice for any business related purposes.

Agent @ Home Program Requirements:

Ability to work independently in a private and quiet workspace (ie. in a room or office with a door that closes)
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.

How You’ll Succeed

Client Service Skills - Provide support to clients via written platforms by helping them to manage their accounts and products. Focus on each client experience and connect on a personal level to make every interaction meaningful. Connect and refer clients to the right CIBC contacts to enable their financial success.
Problem Solving – Engage with our clients by asking questions, and putting yourself in the client’s shoes. Act like an owner by taking accountability for client issues, and know when to lean on others to find solutions.
Multitask - Manage up to two real time chats simultaneously to help clients address and resolve concerns.
Communication – Demonstrate strong professional written communication skills while interacting with clients.

Who you are

You can demonstrate experience in having a typing speed of at least 50 WPM
You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it’s the right thing to do.
You engage with your heart and mind. You care about people and respect different perspectives. You listen to and learn from the experiences of others.
You’re goal oriented. You’re motivated by accomplishing your goals and delivering your best to make a difference.
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 support business operations outside of Québec, Canada.

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 work to recognize you in meaningful, personalized ways including a competitive compensation, a banking benefit*, wellbeing support and additional offers such as employee and family assistance programs 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.

Subject to 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.

Expected End Date

2026-08-03

Job Location

Quebec VIRTUAL

Employment Type

Regular

Weekly Hours

37.5

Skills

Call Center, Customer Service, Teamwork

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