Job Overview


Imagine working in a highly empowered contact centre environment where you have the ability to provide advice to clients that helps them better meet their financial obligations and achieve their financial goals. As a Credit Counsellor with CIBC National Collections, you will enjoy an exciting career that is both personally and professionally rewarding, and offers great opportunities for career growth. Every day, you’ll have the chance to make a difference in our clients’ lives and feel good about what you do.As a Credit Counselor, you will employ a customer-centric approach that will allow you to play a key role in providing financial counseling to clients whose debts are not being managed or liquidated satisfactorily. You will use strong relationship building skills to establish rapport and trust with customers and maintain customer loyalty. Using a high level of product knowledge, analytical, communication and selling skills, you will offer high quality client service to select the most appropriate solutions for resolving your clients’ problem contractual debts. Most importantly, you will help your clients regain their financial stability and achieve what matters to them.

What You’ll Be Doing


  • Develop high quality, service-oriented relationships with clients to provide a variety of products and repayment options to potentially resolve outstanding debts and offer advice to prevent further delinquencies
  • Employ highly effective problem solving and analytical skills to arrive at decisions that balance meeting client needs with addressing the root cause of delinquency and minimizing overall risk to CIBC
  • Respond to and investigate customer queries, providing accurate information related to billing, payment terms, contractual obligations, etc. and proactively resolve any discrepancies
  • Ensure clients understand the terms and conditions of their contractual obligations, responds to customer inquiries and, where appropriate, arranges to provide additional information either through branch, telephone or written


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