Customer Service Representative, ISI Contact Center - Bilingual (Investments)

Location: Montréal, Quebec, Canada. Approximately four weeks of onsite training in downtown Montreal, Monday to Friday, 9:00 a.m. to 5:00 p.m. EST. The ongoing work arrangement will be discussed during the interview, with flexibility required between 8:00 a.m. and 8:00 p.m. EST.

Company

CIBC is a relationship-oriented bank providing banking and investor services for clients in the modern financial services environment.

What you will do

• Serve as the first point of contact for ISI and Investors Edge clients by phone and online.
• Recognize, assess, and resolve client needs while delivering a personalized customer experience.
• Listen actively, ask questions, take ownership of issues, and escalate matters when appropriate.
• Build knowledge of ISI products and the Investors Edge online brokerage platform.
• Complete client requests efficiently while navigating multiple software applications and dual monitors.
• Refer clients to related service groups and make recommendations on client-service matters without providing investment advice.

Requirements

• Fluent French and English to support business operations outside Quebec.
• Strong written, verbal, interpersonal, and relationship-building skills.
• Ability to work flexibly within Contact Centre hours from 8:00 a.m. to 8:00 p.m. EST, Monday to Friday.
• Ability to navigate multiple software applications, online brokerage systems, and dual monitors.
• Legally eligible to work in Canada and able to provide a valid work or study permit where applicable.
• Availability to start on August 24, 2026.

Culture & Benefits

• Approximately four weeks of paid training combining classroom learning and on-the-job application.
• Competitive salary, incentive pay, banking benefits, and a benefits program subject to plan terms.
• Defined benefit pension plan and employee share purchase plan.
• Vacation offering, wellbeing support, and a points-based recognition program.
• Paid Purpose Day for personal growth and development.
• Inclusive and accessible candidate and workplace environment.

Hiring process

• The process may include an attribute-based assessment and skills tests, including French proficiency evaluation.
• Artificial intelligence tools may be used during recruitment.