Contact Centre Representative (Credit Counsellor, Client Account Management)

Location: Vancouver, BC; the role begins onsite at 400 Burrard Street for a minimum of 60 days. Employees may be offered work-from-home access after training and assessment, but must be able to attend the primary CIBC location within two hours upon request. The position operates Monday to Friday from 7:00 AM to 8:00 PM PDT and Saturday from 8:00 AM to 4:00 PM PDT.

Start date: October 19, 2026

Company

CIBC is a relationship-oriented bank providing financial products, services, and client support.

What you will do

• Connect with clients regarding outstanding debts and discuss repayment options.
• Assess client profiles and ask relevant questions to understand payment difficulties.
• Explain contractual obligations, terms, and conditions.
• Offer solutions to prevent further delinquencies and support forward-looking financial planning.
• Respond to incoming calls and make outbound calls while taking ownership of each interaction.
• Capture accurate information across multiple systems while maintaining effective communication.

Requirements

• Legally eligible to work in Canada at the specified location, with a valid work or study permit where applicable.
• Ability to work independently in a secure home workspace if selected for the Agent@Home program.
• Wired internet connected directly to the modem, with at least 15 Mbps download and 10 Mbps upload speeds.
• Ability to work flexible shifts, including evenings and weekends.
• Client service, analytical thinking, problem-solving, negotiation, and multitasking skills.
• Ability to work effectively in a metrics-driven environment.

Nice to have

• Knowledge of cash management, credit, investments, and wealth protection.
• Experience with collections management, recovery services, customer education, or debt collection litigation.

Culture & Benefits

• Competitive salary and incentive pay.
• Banking benefits, a benefits program, and a defined benefit pension plan, subject to applicable terms.
• Employee share purchase plan, vacation offering, and wellbeing support.
• Recognition through the MomentMakers social, points-based program.
• Paid Purpose Day for personal growth and development.
• Inclusive workplace with accessible candidate support.

Hiring process

• Potential attribute-based assessment and skills testing, including simulations or French proficiency testing where applicable.
• Artificial intelligence tools may be used during recruitment.