Job Number - J0705-1230 - Full Time
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Title: Customer Service Representative - BANK & QUEEN BRANCH, OTTAWA
Category Customer Service/Customer Associates
City OTTAWA, Ontario, Canada
Job Location BANK & QUEEN BRANCH
Posting Date (dd/mm/yyyy) 29/07/2005
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Job Description/Accountabilities Business Unit Description:
Retail Markets is at the heart of all the service offerings we provide. CIBC delivers financial services to more than 5.9 million Retail and 460,000 Small Business customers in Canada. Lending, deposit, investment products and other banking services are offered through our extensive branch network, as well as through our rapidly expanding electronic channels such as Telephone, ABM and Internet Channel.
With approximately 1,130 branches, close to 270 Business Advisory Teams and the largest ABM network in Canada, Branch and Small Business Banking is key to the long-term success of Retail Markets and CIBC as a whole. Our dedicated professionals are committed to making CIBC the number one retail bank in Canada by delivering a seamless customer experience. We provide a full range of financial services to our customers, from personal and business deposit accounts, to mortgages, investments and personal and business lending products.
Key Accountabilities / Activities:
As the primary point of contact and ?ace of CIBC?for many CIBC customers, the Customer Service Rep provides exemplary customer service by serving all customers quickly, professionally and efficiently and recognizing the appropriate time to proactively position CIBC products and services. Improve customer loyalty by identifying opportunities to promote banking products and transaction services to better meet customer needs, fulfilling or referring the opportunity, as appropriate.
Creating a positive customer experience by understanding and meeting customers?service needs quickly, professionally and accurately is the primary responsibility of the Customer Service Representative.
Major Activities:
1. Understand and meet all customers?immediate service needs quickly, professionally and accurately.
?Greet customers, utilizing Customer Courtesy Code with every interaction.
?Determine customer need and process each customer transaction, seeking authorization as required.
?Process transactions accurately, efficiently and within prescribed transactional entry processing benchmark, collecting service charges, when appropriate. Typical transactions will include receiving deposits, cashing cheques, handling over-limits ABM requests and coin orders, selling drafts/money orders/travellers cheques, cables, foreign currency, cheque certification and processing payments.
?Provide information to customers (e.g. interest rates, service charges, alternative delivery channels, basic accounts).
?Resolve customer problem in professional and understanding manner, utilizing Customer Problem Resolution Code every time a customer shares a concern. Refer the situation appropriately.
?Relay customer feedback on service.
?Be stewards of the Branch Experience.
2. Actively promote CIBC banking products and transaction services that might better meet customer needs.
?Look for opportunities to suggest products and services, probing as required to identify suitable banking product/service. Use appropriate tag-on.
?Explain the benefits and features and how options might better meet their needs and expectations, answering basic questions and providing additional information as required.
?Where time permits, demonstrate how to use transaction service and electronic channel options, providing additional information as warranted and sign up customer.
?Recognize sales opportunities, fulfill and close sale for basic products such as VISA and COPS where time permits, or refer to appropriate sales person for follow-up.
3. Balance cash holdings, branch clearings, debits and credits and foreign exchange.
?Process and balance all debits and credits in the prescribed manner.
?Balance cash holdings within prescribed time period and cash difference benchmark.
4. Keep up to date on relevant CIBC products, services, programs, policies and procedures.
?Use communication vehicles such as Circulars and Manuals, CIBC Today and the Branch Banking website.
?Participate in team meetings/huddles, workshops and individual coaching sessions.
?Create a personal development plan and update quarterly.
?Complete activities committed to in the personal development plan.
5. Ensure that security measures are in place at all times.
?Maintain custody of cash holdings within authorized guidelines.
?Maintain appropriate custody of depository contents (branch and banking machine) throughout the verification and balancing process.
?Lock cash drawer and keep passwords confidential.
?Adhere to guidelines on Hold Funds, Money Laundering etc., advising leader of any security concerns.
6. Perform additional duties, as required.
?Serve as branch ambassador, greeting customers entering premises to determine their needs, assisting and directing them as required.
?Maintain bulk supply of cash/coin, prepare cash parcels and order cash for branch.
?Act as ABM/night deposit custodian, retrieving cards/passbooks, clearing coin, cash, cheques and jams and ensuring ABM s is well stocked.
?Train other staff to perform CSR duties.
?Assist with processing of customer information files (e.g., change of address).
?Maintain joint custody of combinations, engraved forms, keys, etc.
Requirements:
?Developed interpersonal/influencing skills sufficient to quickly develop a rapport with customers, uncover their needs, explain products/services/policies/procedure, sign up customer for service/product, refer to a sales person and handle customer concerns. In general, create a positive customer experience and build strong working relationships with team members.
?Well-developed knowledge of transaction processing including debits and credits, handling and balancing cash, foreign currency transactions etc., in order to process all CIBC customers?transactions quickly and accurately.
?Developed knowledge of CIBC? basic products and transaction services sufficient to explain/demonstrate options and convince customer to sign up for product/service.
?Working knowledge of products and services sold by other branch staff and various segments, sufficient to recognize opportunities, probe for additional information and make appropriate referral.
?Basic knowledge of CIBC policies, operational procedures /guidelines/codes (e.g., handling cash & negotiable securities, engraved forms, joint custody) sufficient to handle customer queries/transactions efficiently, while minimizing risk/loss to CIBC.
?Developed computer literacy sufficient to access customer information, including business information available on the Intranet, process transactions and demonstrate ABM functionality.
Attributes:
Service Oriented
Thorough
Interpersonal Understanding
Initiative
Results Orientation
Teamwork and Partnering
Special conditions:
- This is a regular full time position. ( Monday-Friday )
APPLICATION INSTRUCTIONS:
1. Resumes must be submitted online only, through the (RMS) Recruitment Management System.
2. Late submissions will not be accepted.
3. If you are a CIBC employee and wish to refer someone for this position, please register your referral as per the Talent Scout guidelines. Your referral must apply through the website.
4. CIBC thanks all applicants for their interest however only those selected for an interview will be contacted.
CIBC is an equal opportunity employer. It is the Company's policy to recruit and select applicants for employment solely on the basis of their qualifications, with emphasis on selecting the best qualified person for the job. CIBC does not discriminate against applicants based on race, color, religion, sex, national origin, or disability or any other status or condition protected by applicable federal, state or local law.
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Skills Transaction Processing
Agile/Adaptable
Conceptual Thinking
Impact & Influence
Initiative
Interpersonal Understanding
Results Orientation
Teamwork & Partnering
Thorough
Cash & Negotiable Instrument Control
CIBC Knowledge
Compliance
Computer Literacy
Influencing & Negotiating
Interpersonal Relations
Learning Agility
Problem Solving & Decision Making
Sales
Time & Self Management
Account Inquiries
