Senior client support consultant helping CIBC, a relationship - oriented bank, improve client service and advisory practices. Coaching leaders, analyzing service trends, and driving operational consistency.
About the role
- Bilingual client service representative handling active equipment-finance contract inquiries at DLL. Resolving customer issues, managing cases and SLAs, and processing related paperwork.
Responsibilities
- Handle inbound requests by phone, email, and mail from customers, vendors, brokers, and agents regarding active, non-delinquent contracts
- Prepare and process paperwork related to customer and vendor requests
- Respond to questions and inquiries regarding active contracts
- Review and resolve issues within established guidelines
- Interact with vendors and end-user customers
- Warm-transfer calls to other DLL staff members as required
- Monitor turnaround times and advise the Manager or Team Leads when service levels are at risk
- Participate in department and cross-functional initiatives
- Respond to customer and vendor queries and resolve related cases
- Review contracts and investigate more involved issues to determine scope and corrective action
- Manage a daily individual caseload and follow up on open cases
- Manage SLAs on new cases
- Resolve customer issues and escalations while communicating solutions appropriately
- Support the 24–48-hour first-touch response goal and customer-centric, first-time-right service approach
- Report to Client Services Team Leads and the Manager of Client Services
Requirements
- Minimum College diploma in business or administration, or equivalent customer service experience
- Minimum of 1–2 years customer service experience
- Bilingualism (French/English) required
- Strong interpersonal, written, and verbal communication skills
- Self-directed, decisive, goal-oriented, and comfortable working with established goals and limited step-by-step direction
- Strong relationship-building skills and ability to work as a team player
- Strong organizational and planning skills
- Strong aptitude for working with numbers and basic knowledge of accounting practices
- Ability to work in a very fast-paced environment
- Experience working in CRM platforms
- Successful completion of a background check required for hiring
Benefits
- Two working days per year volunteering for a local charity
- Bonus plan
- Remote working from home opportunities
- Flexible hours
- Career development opportunities: online learning, member development programs, Tuition reimbursement program.
- Outstanding Medical, Dental, Vision and Paramedical benefit programs
- Employer paid defined contribution pension plan
- Industry leading Vacation package
- Subsidized Gym membership programs
- Employee Referral program
- Open concept modern working environment
- Healthcare benefits
- Sick leave
- Parental leave
- Possible discretionary bonuses
- Hybrid working flexibility
- Health and wellbeing support
- Work-life balance support
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