Support Agent, Electronic Funds Transfer Services - Bilingual

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

The Bilingual Support Agent, Electronic Funds Transfer Services (EFT) is accountable for ensuring the successful delivery of a high standard of service while upholding compliance to internal controls and procedures within the functional assigned responsibilities to maintain the integrity of the EFT system.

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

• Operational Tasks - Perform a number of operational tasks relative to the processing of Business Banking products and applications services such as EFT Client and Interbank files, and account transfers and wires processed through Cash Management Online (CMO) platform, taking immediate action on any failed transactions or files. Monitor Cash Management Online and File Transfer Service (FTS) Delivery Channels, print and review control reports to ensure all financial transactions and EFT files are being processed in a timely manner. Investigate reoccurring anomalies or irregularities to determine their frequencies and cause and recommend potential solutions and update the Call Tracker with detailed information regarding resolution of issues.
• Relationship Building – Liaise with clients, business partners and service providers to escalate and troubleshoot operational and production issues impacting the EFT or Automated Clearing House (ACH) systems. Document and refer unresolved issues to Cash Management Sales and Service Solution and/or Business Contact Centre (BCC) management, where necessary
• Client Experience – Perform outbound calls to clients to communicate root cause of file rejection and the requirements for correcting the error prior to re-submission of files. Ensure that solutions offered to the client comply with CIBC policies and regulatory requirements. Receive and respond to incoming calls from clients regarding the status of their EFT files, missing EFT reports, file upload error messages and answer any question related to the EFT service.

Who You Are

• Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.
• You understand that success is in the details. You notice things that others don't. Your critical thinking skills help to inform your decision making.
• You're fluent in French and English to serve our clients in the community
• You’re driven by collective success. You know that collaboration can transform a good idea into a great one. You understand the power of an inclusive team that enjoys working together to create a shared vision.
• 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.
• You’re driven to succeed. You are motivated by accomplishing your goals and delivering your best to make an impact.

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 health benefits program, defined benefit pension plan, an employee share purchase plan 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.

What You Need To Know

• 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.
• 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 [email protected]

Job Location

Toronto-5650 Yonge St. 14th

Employment Type

Regular

Weekly Hours

37.5

Skills

Building Relationships, Customer Service