Sr. Team Leader, Collections

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

As a People Leader within the Retail Client Account Management Services Team (CAM), you’ll lead a team of 15-20 Credit Counsellors working towards a shared goal - delivering an exceptional client experience.  Credit counsellors contacting customers with the goal of negotiating repayment arrangements on past due CIBC products. This is a Call Centre environment that leverages a variety of reporting and systems.  As a people leader, you’ll also hire, develop, and coach your team, inspiring them to perform at their best. You’ll think and act like an owner by helping clients and team members succeed, find ways to reduce net credit loss, improve productivity, lead daily huddles, and coach to influence results within a metrics-driven environment. You’ll make an impact by fostering Trust, Teamwork, and Accountability among your team and partners.

At CIBC we enable the work environment most optimal for you to thrive in your role. You’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 3 days per week on-site, while other days will be remote.

A quick note on your availability – our Contact Centre is open Monday to Friday 7:00 am - 8:00 pm and Saturday 8am-4pm. We’d like for you to be flexible during our working hours.

Agent @ Home Program Requirements

• Ability to work independently in a private and quiet workspace (i.e. 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 Experience - Lead by example and show your team how to deepen client relationships, and meet client financial needs while providing a high standard of service. Go above and beyond to champion CIBC within the community to strengthen and retain client relationships. Encourage employees to quickly resolve client complaints, and to escalate when necessary.  Conduct daily closed-loop activities with survey respondents and gain insights on ways to continually improve client treatment and reduce irritants.
• Results Driven Leadership - Build a culture of collaboration across multiple client offers so that clients are served by those best able to meet their financial needs. Monitor business performance and put action plans into place to close any gaps. Manage and minimize risk to safeguard our bank, clients and shareholders.
• People Leadership - Lead and coach a high performing team of Credit Counsellors to deepen client relationships and drive the right kind of growth. Provide meaningful development opportunities for employees and advocate for CIBC within the community to recruit employees who share and demonstrate our values.

​Who you are

• You are adaptable.  Business needs within the Contact Centre require flexibility in shifts.  Manager coverage is an important aspect of support, along with a physical presence to lead and coach.  Shifts will range from our hours of operations
• 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 are a bold and authentic leader. You're passionate about developing and coaching to bring out the best in people. You have led diverse, high performing teams.
• Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard. You're driven to succeed. You are motivated by accomplishing your goals and delivering your best to make an impact.
• You’re a certified professional. Call Centre and previous experience in People Management are both assets
• 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 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.

Job Location

Vancouver-400 Burrard 5th

Employment Type

Regular

Weekly Hours

37.5

Skills

Analytical Thinking, Client Satisfaction, Initiating Change, Operations Management, Professional Presentation, Quality Monitoring, Regulatory Management, Strategic Management