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Client Escalation Specialist


This is a Contract position in Etobicoke, ON posted November 19, 2021.

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 Job Description What you’ll be doing As the Client Escalation Specialist (Case Manager) in Investor Services Inc., you will improve the quality and perception of client service delivered to internal and external clients by investigating and resolving issues on a timely basis to achieve maximum customer satisfaction.

You will provide professional service over the phone or in writing to all inquiries and complaints, manage escalated issues and make sound decisions ensuring resolution of issues/problem .

You will also be collecting performance-related data and provide reports on those to identify process gaps and/or opportunities for improvements; Being an advocate for client focused culture, communicate and influence the team and our partners as a voice of the client.

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.

How you’ll succeed Investigation
– Fully investigate and analyze issues/complaints; decide upon the most appropriate solution, taking into consideration the unique situational factors and existing procedures and policies.

Effectively identify the root cause of issues in order to provide appropriate solutions, minimize loss, mitigate overall risk to CIBC and preserve customer loyalty, where possible.

Regularly conduct Root Cause Analysis on all escalated client complaints, identify process gaps and recommend solution to senior management team along with monitoring complaint tracking systems, such as SRMs to identify trends, gaps and top irritants.

Client care
– Provide customers with detailed explanations of recommended actions/solutions, and verify their understanding of the issues.

Respond to irate and distressed customers by diffusing emotionally charged situations with diplomacy and professionalism.

Ensure that solutions offered meet customers’ needs and comply with CIBC policies and regulatory requirements; this can be demanding when discussing unusual circumstances and situations when there can be distinct differences of opinion when dealing with dissatisfied customers.

Relationship management
– Work collaboratively with clients, branches, Global Operations, contact centres and product areas as required to resolve issues.

Build and maintain good working relationship with all ISI front office and support teams (i.e., Product, Global Operations).

Lead and maintain positive working environment of the team by effectively communicating, sharing information, knowledge, expertise and lessons learned on a regular basis.

Who You Are You demonstrate experience in CIBC Investor Services products and procedures, have in-depth knowledge of the brokerage industry and completion of Canadian Securities Course, and Conduct and Practice Handbook (CSC & CPH).

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 understand that success is in the details.

You notice things that others don’t.

Your critical thinking skills help to inform your decision making.

Your influence makes an impact.

You know that relationships and networks are essential to success.

You inspire outcomes by making yourself heard.

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 health benefits program, defined benefit pension plan, an employee share purchase plan 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.

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 Job Location Toronto-800 Bay St ; 4th floor Employment Type Regular Weekly Hours 37.5 Skills