Mortgage Renewal Specialist - Remote - Bilingual

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 work in the Mortgage Retentional Office. As a Mortgage Renewals Specialist, you’ll be a single point of access through which clients are able to conduct the majority of their routine mortgage inquiries. You’ll focus on answering client inquiries that require routine analysis and the application of mortgage procedures, policies and principles.

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.

This is a regular full-time role that requires flexibility as your hours will be based on the Mortgage Retention Office hours. The Mortgage Retention Office business hours are from Monday to Friday, 9:00am-8pm EST and Saturday 9:00am-5pm EST. You must be flexible with working assigned shifts which may include afternoon, evening, weekend and holidays shifts.

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 Engagement – Focus on client experience and connect on a personal level to make every interaction meaningful. Analyze the customer’s financial needs holistically and in addressing the initial mortgage request, identify additional financial needs of the customer through opportunities to cross sell additional CIBC banking products. Provide customers with detailed and factual explanations of recommended actions, and ensure the client has a full understanding of the issues.
• Problem Solving - Listen, ask questions, and put 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 the right solutions and provide client satisfaction. Ensure that the solutions offered meet customers’ needs and comply with CIBC policies and regulatory requirements, follow scripts and provide accurate information in a timely manner
• Product Knowledge – Understand CIBC’s mortgage products and use your knowledge to connect clients with the right product. Maintain knowledge of new products, policies, procedures, external trends and developments with issues pertaining to mortgages (i.e. Competitors' actions and legislation changes) in order to meet client needs. Identify “at risk” mortgage business and make every effort to retain clients with CIBC by referring customers to the CIBC Retention Team.
• Relationship Building - Collaborate with others to ensure clients are connected to the right people and opportunities. Analyze the task at hand and make informed decisions to find the most appropriate solution available from a variety of options, taking into consideration the situational factors and existing procedures and policies and consult with internal business partners of related departments regarding their operations to trouble-shoot delays or problems.

Who You Are

• 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 love to learn. You’re passionate about growing your knowledge, and you know that there is no limit to what you can achieve.
• You’re driven to succeed. You are motivated by accomplishing your goals and delivering your best to make an impact.
• You’re 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.
• You live your values. You bring high standards, genuine care to your relationships, and want to grow with an employer that shares your values and brings out your best.
• You're fluent in French and English to serve our clients in the community.

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 Mailbox.careers-carrieres@cibc.com

• CIBC is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.

• 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 test (such as simulation, coding, French proficiency).

• We use artificial intelligence tools during the recruitment process. 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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