Contact Centre Representative (Credit Counsellor, Client Account Management)

Were building a relationship-oriented 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

Youll be joining CIBCs Client Account Management Department as a Credit Counsellorand makinga real difference for our connect with our clients who own a variety of CIBC products and discuss repayment options to potentially resolve outstanding debts. This is done using a combination of assessing client profiles and asking relevant questions to understand why our clients have fallen behind on payments. Youll ensure the client is aware of the terms and conditions of their contractual obligations and offer solutions to prevent further delinquencies.

At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.

Kindly note this position will begin on site at 750 Lawrence Ave Toronto for a minimum 60 day the event you are provided the opportunity to work from home the below requirements are mandatory for our program.

CIBC has embarked on an remote work program and all employees may be given the opportunity to work from home after an initial training and assessment period of at least 60 days. The expectation is that you must be able to attend your primary CIBC location within two hours upon request.

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 must 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.

The start date for this role is February 02nd 2026. Our Contact Centre is open Monday to Friday from 8:00 AM to 8:00 PM EST and Saturday from 8:00 AM to 4:00 PM EST. This is a full-time and shift-oriented role and wed like you to be flexible between these hours which include evenings and weekends.

How Youll Succeed

• Client engagement Speak with clients to understand their priorities advise them on solutions and provide a forward-looking financial plan. Use your knowledge of cash management credit investment and wealth protection to help clients meet their goals.
• Call Ownership Respond to incoming calls or make outbound calls. Take complete ownership of calls in a friendly empathetic courteous and professional manner.
• Problem solving acts effectively by knowing how to obtain information required and uses ones network to identify and solve for a problem or need.
• Performance Metrics you can thrive in an environment that rewards performance through regular key metrics reporting and coaching
• Multitasking Efficiency - Demonstrate ability to efficiently capture accurate information across multiple systems while engaging with clients. Maintain effective communication and ensure seamless service delivery in fast-paced environment.

Who You Are

• 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.
• You love to learn. Youre passionate about growing your knowledge and you know that there is no limit to what you can achieve.
• Youre driven to succeed. You are motivated by accomplishing your goals and delivering your best to make an impact in a metrics-driven environment
• 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.
• You engage with your heart and mind. You care about people and you understand different perspectives. You listen and learn from the experience of others.
• 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 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

• 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.

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