Job Overview

The Customer Service Representative, Investor Services Inc. (ISI) is an exciting opportunity to enter into the online brokerage business.  This role responds to incoming ISI client requests from both phone and online channels.  The Customer Service Representative, ISI provides exceptional client service and responds to inquiries relating to products and services and the ISI online platform.  The Customer Service Representative, ISI uses their well honed interpersonal skills to recognize and accurately assess client needs as well as referring clients to related sales and service groups and/or escalating to management as required.

What You’ll Be Doing

  • Interact with clients via both phone and online channels to provide detailed information relating to stock quotes, online support, account administration and general inquiries
  • Follow-up on client requests and refer inquiries to authorized representatives and/or management as appropriate
  • Prepare written correspondence to clients including letters of explanation and/or apology letters in order to meet or exceed client satisfaction levels
  • Consult with various internal business partners in order to find the best possible solutions and prepare accurate responses to client inquiries
  • Engage in meaningful discussions with potential clients to understand their goals and identify opportunities to refer new business
  • Meet client expectations while complying with established policies, practices and procedures
  • Identify and resolve client complaints using sound judgment and flexibility
  • Complete after sales service activities including updating client information, product and service maintenance
  • Summarize call volumes and type of client inquiries for management to review

What We’re Looking For

  • Completion of Canadian Securities Course (CSC) an asset
  • Developed knowledge of products and related processes for full range of investment products and services
  • Minimum one year client service professional experience, preferably in the financial industry or Client Contact Center environment
  • Developed compliance knowledge to understand limits of authority, CIBC standards, policies and procedures for various transactions
  • Fluency in the French language an asset
  • Superior verbal and written communication and interpersonal skills with a professional telephone manner, ability to understand client needs and provide professional written correspondence
  • Developed problem solving skills sufficient to systematically identify, analyze and generate alternatives to address/resolve client issues/problems
  • Developed time management skills to effectively organize and prioritize work activities and meet deadlines
  • Demonstrated adaptability, flexibility and ability to multi-task in a dynamic and fast-paced environment
  • Strong computer proficiency (Microsoft Office Suite, strong keyboarding and internet navigation) in a Windows-based environment
  • Strong work ethic and commitment to punctuality and adherence to work schedules


What You Need To Know

  • The targeted start date for this position is November 20th, 2017
  • This is a regular full-time role with a schedule of 37.5 hours per week.
  • Flexibility to accommodate rotational shifts including Monday to Friday between the hours of 8:00 am to 8:15 pm is required
  • Training is on a full-time basis and consists of a combination of in-class and on-the-job training for a period of 6 weeks.
  • Must be legally eligible to work in Canada at the location(s) specified above and, where applicable, must have a valid work permit or study permit that allows the candidate to fulfill the requirements of the role


  To apply for this position please visit our website at:  

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