Sr. Escalations Officer, Closing Solutions -12 Months Contract

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 be joining CIBC’s Mobile Advice Operations team. The Escalation Officer is the primary contact to provide world-class problem resolution to our internal customers of CIBC. The duties include assisting internal partners with workarounds/reworking complex mortgage escalations that satisfy both business guidelines and customer expectations. You will be accountable for recommending financial adjustments that may accompany a resolution ensuring values of stewardship and equity be applied to every complaint resolved.

You can effectively perform all work activities remotely, and will only be required to be on-site on an occasional basis. You will be required to work rotational shifts Monday to Friday 8am to 8pm, Saturdays during peak periods (as needed).

How You’ll Succeed

• Problem Resolution – You will focus on each client experience and connect on a personal level to make every interaction meaningful. Use active, empathetic, listening and questioning techniques for complete understanding of partner concerns, Ability to act decisively and effectively when dealing with sensitive client situations, ability to deal with, negotiate with, and resolve problems with, people at all levels within the organization. Apply extensive knowledge of one’s products, services, policies and procedures to every issue. You will Identify business risk elements escalating to the appropriate supervisor or business partner immediately. You will be responsible to identify trends, gaps and areas of opportunities from both internal and external prospective and then provide solutions to address these gaps. Meet aggressive time line delivering response within a maximum of 2 business days 80% of the time. Ability to manage multiple calls and issues concurrently. Must be comfortable working in a very fast-paced environment

• Partnership management - Build and maintain excellent working relationships with significant internal business partners.

• Strong Negotiation skills - Ability to present (orally and in writing) complex complaints and alternatives in a clear and understandable manner to both external and internal audiences. Responsible to assist Customer Care, Privacy Office, Ombudsman’s Office and BDMs with creative solutions to help resolve their customer complaints. Possess strong negotiation and mediation skills when to facilitating between clients and lines of business in order to provide mutually acceptable resolution.

Who You Are

• You have extensive experience in the delivery and management of CIBC Mortgage products; Strong Underwriting knowledge

• You will demonstrate strong understanding of CIBC computer applications, including COINS/CLASS, mMortgage, Aurora, LCMS, Plexus, Service Commitment and working knowledge of software packages commonly used at CIBC, i.e. Windows and Microsoft products (Word, Excel, Outlook).

• Strong written and verbal communications skills.

• You’re goal oriented. You’re motivated by accomplishing your goals and delivering your best to make a difference.

• You act like an owner. You thrive when you're empowered to take initiative, go above and beyond, and deliver results.

• Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability

• untability.

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 work to recognize you in meaningful, personalized ways including a competitive compensation, a banking benefit*, wellbeing support and additional offers such as employee and family assistance programs 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.

*Subject to 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.

Expected End Date

2027-03-12

Job Location

CIBC Square Banking Centre

Employment Type

Regular

Weekly Hours

37.5

Skills

Accountability, Active Listening, COINS systems, Customer Service, Group Problem Solving, Mortgage Industry, Oral Communications