Creditor Insurance, Mortgage Servicing Specialist - Bilingual

Job Description

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 Reporting to the Manager, Creditor Insurance Customer Service, As a Mortgage Servicing and Creditor Insurance Specialist you will be responsible for the Creditor Insurance client experience. you’ll be the single point of access through which clients are able to conduct the majority of their routine mortgage and insurance inquiries. Focus on answering client inquiries that require routine analysis and the application of mortgage and insurance procedures, policies and principles. You’ll be responsible for the Creditor Insurance client experience and accountable for providing internal partners and external clients with specialized advice on CIBC Creditor insurance products in French and English. The Creditor Helpline is a specialized insurance call Centre that works closely with partners and stakeholders across CIBC - Product, Channel, Risk Management , Technology and other groups - to drive overall insurance results. CIBC Insurance helps fulfill clients’ protection needs with simple, convenient, accessible and affordable protection in the customers’ channel of choice. Kindly note the hours of operation are Monday-Friday 8:30AM EST - 8:00 PM EST. 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 Client Experience and Service - Provide internal/external customers with specialized advice on creditor insurance products, based on analysis of the situation and the relevant concepts and policies. This information may be of a technical nature. Be the first point of escalation if the branch cannot achieve resolution of issues with creditor insurance client issues. Obtain complete information on the clients’ issue, summarize and verify the facts. Ensure the solutions offered meet clients’ needs and comply with CIBC policies and regulatory requirements. Arrange an appropriate time to call back the client, if an issue requires additional time to investigate. Manage individual cases of incoming complaints, problems, issues, to their resolution within 24hrs. Manage irate customers and if unable to resolve their concern offering them with CIBC’s escalation process Problem Solving- Analyze the problem; decide upon the most appropriate solution available from a variety of options, taking into consideration the unique situational factors and existing procedures and policies. Effectively and efficiently provide customers with detailed explanations of reco

Required Skills