Creditor Insurance Mortgage Servicing Specialist
Creditor Insurance Mortgage Servicing Specialist
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Job Description
Were building a relationshiporiented bank for the modern world. We need talented passionate professionals who are dedicated to doing whats 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
What youll be doing
Reporting to the Manager Creditor Insurance Customer Service As a Mortgage Servicing and Creditor Insurance Specialist you will be responsible for the Creditor Insurance client experience. youll be the single point of access through which clients are able to conduct the majority of their routine mortgage and insurance inquiries. Focus on answering client inquiries that require routine analysis and the application of mortgage and insurance procedures policies and principles. Youll be responsible for the Creditor Insurance client experience and accountable for providing internal partners and external clients with specialized advice on CIBC Creditor insurance products in English and French. The Creditor Helpline is a specialized insurance call Centre that works closely with partners and stakeholders across CIBC Product Channel Risk Management Technology and other groups to drive overall insurance results. CIBC Insurance helps fulfill clients protection needs with simple convenient accessible and affordable protection in the customers channel of choice.
Kindly note the hours of operation are MondayFriday 8:30AM EST 8:00 PM EST.
At CIBC we enable the work environment most optimal for you to thrive in your role.Details on your work arrangement (proportion of onsite and remote work) will be discussed at the time of your interview.
How Youll Succeed
- Client Experience and Service Provide internal/external customers with specialized advice on creditor insurance products based on analysis of the situation and the relevant concepts and policies. This information may be of a technical nature. Be the first point of escalation if the branch cannot achieve resolution of issues with creditor insurance client issues. Obtain complete information on the clients issue summarize and verify the facts. Ensure the solutions offered meet clients needs and comply with CIBC policies and regulatory requirements. Arrange an appropriate time to call back the client if an issue requires additional time to investigate. Manage individual cases of incoming complaints problems issues to their resolution within 24hrs. Manage irate customers and if unable to resolve their concern offering them with CIBCs escalation process
- Problem Solving Analyze the problem; decide upon the most appropriate solution available from a variety of options taking into consideration the unique situational factors and existing procedures and policies. Effectively and efficiently provide customers with detailed explanations of recommended actions and verify their understanding of the issues. This can be demanding when discussing unusual circumstances and situations when there can be distinct differences of opinion when dealing with dissatisfied external customers. Identify hidden problems and refer to relevant procedures policies and principles. Identify potential areas for improvement and provide feedback to Manager to allow continuous improvement in handling of escalated issues through implementation of new processes products and initiatives.
- Coaching and Relationship Building Coach and support branches so that they can develop the knowledge needed to correct creditor insurance customer issues at the first point of contact and take precautionary measures to prevent branches from repeating the same errors in the future. Identify and recommend routine improvements to the jobs operating efficiency and advise management of opportunities to modify existing products/services.
Who you are
- You demonstrate experience in a Contact Centre environment. You have demonstrated ability to exercise sound judgment in the assessment of risk and are comfortable in making decisions. You have proven selfmanagement skills in order to be able to work independently as well as in a team environment. Demonstrate commitment to excellent customer service internal and external. Its an asset if you have knowledge of Creditor Insurance and CIBC products.
- You put our clients first. You engage with purpose to find the right solutions. You go the extra mile because its the right thing to do.
- Youre passionate about people. You find meaning in relationships and surround yourself with a diverse network of partners. You build trust through respect and authenticity.
- Values matter to you. You bring your real self to work and you live our values trust teamwork and accountability.
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 pointsbased 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
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 attributebased 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
Toronto750 Law Ave. W. E8Employment Type
RegularWeekly Hours
37.5Skills
Analytical Thinking Call Center Client Service Communication Customer Experience (CX) Insurance Forms Office Administration Outbound Calls Work CollaborativelyRequired Experience:
Unclear Seniority
Employment Type
Full-Time
