Contact Centre Representative (Disputes, Credit Cards)

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
As a member of CIBC’s Dispute and Credit Centre team, the Contact Centre Specialist I, Cards Representative will respond to incoming inquiries or requests from either CIBC VISA or CIBC MasterCard customers in a pleasant, courteous, knowledgeable and professional manner. DCC Representatives may also be assigned to make outbound calls to clients to resolve client's disputes, educate the client on the dispute handling process or to request additional information from the client.
At CIBC we enable the work environment most optimal for you to thrive in your role. You can effectively perform all work activities remotely, and will only be required to be on-site on an occasional basis.
We have embarked on an Agent@Home remote work program. 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 in a private and quiet workspace (ie. in a room or office with a door that closes)
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.
Please note that the start date for this position is December 8th, 2025 and is a full-time permanent position.
Our Contact Centre is open from Monday to Sunday, 8:00 AM to 12:00 AM EST. We’d like for you to be available and flexible between these hours.
How you'll succeed
Client engagement - Engage in client-focused interactions that are meaningful and deliver trusted advice. Connect and refer clients to the right CIBC contacts to enable their financial success.
Call Ownership – Respond to incoming calls or make outbound calls. Take complete ownership of calls in a friendly, courteous and professional manner.
Data Collection – Gather information as required by Visa and MasterCard Operating Regulations to process and support chargeback. Request and send customer correspondence and follow up with customers when necessary.
Decision Making – Resolve credit card application inquiries by utilizing current Review, Secured, Duplication, Missing and Verification rules. Processing credit limit change requests while using clear and empathetic judgements.
Who you are
You put our clients first. You engage with the purpose to find the right solutions. You go the extra mile, because it’s the right thing to do.
You engage with your heart and mind. You care about people and respect different perspectives. You listen to and learn from the experiences of others.
You’re goal oriented. You’re motivated by accomplishing your goals and delivering your best to make a difference.
You love to learn. You’re passionate about growing your knowledge, and you know that there is no limit to what you can achieve.
Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.
What CIBC Offers
At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.
We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, and MomentMakers, our social, points-based recognition program.
Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.
We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.
Subject to plan and program terms and conditions
What you need to know
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
Mailbox.careers-carrieres@cibc.com
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 tests (such as simulation, coding, French proficiency, MS Office). 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.
Job Location
Regina-2412 11th Ave
Employment Type
Regular
Weekly Hours
37.5
Skills
Call Center, Client Service, Communication, Conflict Resolution, Customer Experience (CX), Dispute Resolution, Inbound Calls, Outbound Calls, Work Collaboratively