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
- Client Services Representative supporting OSCIA agricultural cost-share and educational programs. Guiding applicants through submissions, claims, online portals, and program inquiries.
Responsibilities
- Act as the primary point of contact for program-related client inquiries by phone and email
- Provide information and assistance on program eligibility, application and claim statuses, upcoming events, and online tools
- Guide clients through online forms, program portals, and OSCIA’s website
- Identify and escalate complex or high-risk issues for resolution
- Document client interactions and feedback to support continuous improvement
- Review applications and claims for accuracy, completeness, and consistency with program requirements
- Develop and maintain communication templates, FAQs, and website content
- Maintain organized logs of client communications, concerns, inquiries, and service issues
- Track recurring problems and collaborate with internal teams to resolve them
- Support efficient workflows and triage periods of high inquiry volume
- Participate in weekly department meetings and process improvement efforts
- Take on additional responsibilities as required
Requirements
- Post-secondary education in agriculture, environmental studies, business, communications, or a related field
- 2–3 years in a client service, administrative, or program support role
- Experience in the agriculture sector or within government-funded programs is an asset
- Demonstrated client-focused service experience through phone and email in a customer service or call center environment
- Proficiency with customer relationship management (CRM) systems or client service platforms
- Solid working knowledge of Microsoft Office 365 applications
- Ability to travel to meetings and events as necessary
- Access to and use of personal transportation
- French language proficiency is an asset
- Dependable, high-speed internet connection for home-office work
- Must hold and maintain a valid driver’s licence
- Reliable transportation for occasional travel
- Ability to maintain professionalism and confidentiality when handling sensitive information
- Adaptability to a fast-paced environment with shifting priorities and time-sensitive deadlines
Benefits
- Hybrid work model combining remote and in-office work
- Professional development and personal growth opportunities
- Accessibility accommodations available during recruitment
- Occasional work outside standard business hours for organizational needs
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