Customer Service, Credit Counsellor - Bilingual

What You’ll Be Doing

you’ll be joining CIBC’s Client Account Management (Collections) Department as a Credit Counsellor and making a real difference for our clients. you’ll connect with our clients through outgoing and incoming calls, who own a variety of CIBC products and discuss repayment options to potentially resolve outstanding debts. you’ll ensure the client is aware of the terms and conditions of their contractual obligations and is able to prevent further delinquencies.

our contact centre is open Monday to Friday from 8:00 am to 8:00 pm and Saturday from 8:00 am to 4:00 pm. you’re flexible to work between these hours which include evenings and weekends. please note that the start date is October 5th, 2026 and it is a full time permanent position.

How You’ll Succeed

• client engagement – speak with clients to understand their priorities, advise them on solutions, and provide a forward looking financial plan.
• use your knowledge of cash management, credit, investment and wealth protection to help clients meet their goals.
• call ownership – respond to incoming calls or make outbound calls. take complete ownership of calls in a friendly, empathetic, courteous and professional manner.
• problem solving – act effectively by knowing how to obtain required information and using your network to identify and solve a problem or need.
• relationship building – engage in marketing and outreach activities to show clients you value them and their communities. grow your network, deepen existing relationships, and collaborate with others to ensure clients are connected to the right people and opportunities.

Agency at Home Program Requirements

• ability to work independently as an agent at home with a secure workspace, in a room or office with a door that closes it off from noises and distractions.
• 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.

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’re goal oriented. you’re motivated by accomplishing your goals and delivering your best to make a difference. you’re passionate about people. you find meaning in relationships and surround yourself with a diverse network of partners. you connect with others through respect and authenticity. you love to learn. you’re passionate about growing your knowledge. you have a strong sense of curiosity. values matter to you. you bring your real self to work and you live our values – trust, teamwork, and accountability. you’re fluent in french and english to serve our clients in the community.

What CIBC Offers

• competitive salary
• incentive pay
• banking benefits
• benefits program
• defined benefit pension plan
• employee share purchase plan
• vacation offering
• wellbeing support
• momentmakers, our social points based recognition program

Inclusion and Accessibility

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 [email protected].

Job Information

• location: mont-1155 rené levesque 5th
• employment type: regular
• weekly hours: 37.5
• skills: analytical thinking, business operations, collections management, customer education, customer service, debt collection litigation, negotiation, recovery services

Legal Disclosure

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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