Business Banking Analyst - Bilingual

What you’ll be doing

As a Business Banking Analyst you will join our Business Client Advice Centre (BCAC) reporting to the Team Leader, Business Banking. You’ll support our Business Banking clients and internal partners directly (Imperial Service and Personal Banking) on all after-sales related activities including account maintenance requests, day-to-day service inquiries, and ad hoc administrative activities. You’ll work closely with the client to understand their business requests and needs while taking responsibility for execution and providing relevant recommendations. You’ll work with internal partners in order to facilitate solutions that proactively meet clients’ needs and will be responsible for validating Digital Business Onboarding (DBO) applications for all Business Banking, Personal Banking and Imperial Service segments.

At CIBC we enable the work environment most optimal for you to thrive in your role. You can effectively perform work activities remotely, and will only be required to be on-site on an occasional basis. Details on your work arrangement will be discussed at the time of your interview.

All employees are required to meet the Agent@Home program requirements and be able to attend your primary work location within two hours’ notice for any business-related purposes.

Agent@Home Program Requirements

• Ability to work independently as an Agent @ 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.

The Business Client Advice Centre (BCAC) is open Monday to Friday from 8:00 AM to 8:00 PM ET and Saturday from 10:00 AM to 7:00 PM ET. You must be able to work flexible hours on a rotating basis to accommodate client and branch schedules. Hours could change to accommodate future branch hours and to support branches nationally.

How you’ll succeed

• Client Sales Support -  Interact with clients and/or internal partners via phone, email and video conferencing who call into the Business Client Advice Center (BCAC) to coordinate and execute changes to account information, signing authorities and existing Cash Management products.  Demonstrate service excellence by being knowledgeable, resourceful and professional during all client interactions and record servicing activities in appropriate tool(s) accurately. Offer solutions, resolve and/or escalate client issues and concerns to leadership and/or appropriate parties without delays.  Support any non-sales calling campaigns and administrative activities including call-outs to existing clients in support of initiatives, projects, and AML remediations among others.

• Operational Effectiveness - Accurately capture and validate clients’ financial information, ensuring all documentation is completed in accordance with CIBC policies and procedures. Exercise appropriate due diligence prior to making credit recommendations and similarly prior to completion of any product sales. Ensure that all internal interactions with clients reflect the standards prescribed by CIBC policies and procedures, including: Anti-money laundering, Reputational and Legal Risk, Code of Conduct, Risk Management, etc.

• Partner Support - Support any non-sales calling campaigns and administrative activities including call-outs to existing clients in support of initiatives, projects, and AML remediations among others. Identify and recognize sales opportunities and refer them to the Business Advisor and/or appropriate internal partners.

• Digital Advocacy – Promote and demonstrate the use of digital banking options by introducing the client to alternative ways to bank and describe the benefits by assisting the client in using ATM, Mobile, and SmartBanking for Business.

Who you are

• You can demonstrate well developed knowledge of business products and services (lending, cash management solutions, GICs and banking centre services).

• You have 1-2 years’ experience in a professional, fast-paced sales and service environment preferably in a financial and client service industry or Client Contact Centre.

• 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.

• Your influence makes a difference. You know that relationships and networks are essential to success. You inspire outcomes by sharing your expertise.

• 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 support business operations outside of Quebec, Canada.