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 the Insurance Risk team, the Senior Call Quality Representative reports to the Senior Consultant, Customer Experience, and you’ll be responsible for conducting quality checks on third-party relationships and Contact Centre employee output, focusing on accuracy, decision-making, and adherence to internal processes. This role reviews and evaluates call quality to ensure procedures are consistently followed, maintaining a high standard of service. The Senior Call Quality Representative applies discretion in assessing employee performance and outcomes, ensuring solutions comply with CIBC’s policies and regulatory requirements.  You’ll be responsible for Call Monitoring & Quality Assurance: Proactively work with Contact Centre partners and third-party insurance relationships to capture key risk and compliance requirements through observation, documentation, and identification of trends. Sales Practices Oversight: Evaluate sales practices and operational procedures for teams supporting insurance products, ensuring compliance and world-class service standards. Reporting & Insights: Complete reporting and share insights and trends observed from call reviews; provide constructive feedback on performance and opportunities for improvement. Project Support: Participate in related project work to support implementation and roll-out of changes impacting insurance business partners.

At CIBC we enable the work environment most optimal for you to thrive in your role. You’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 1-2 days per week on-site, while other days will be remote.

How you'll succeed

• Product knowledge - Experience and knowledge of insurance products, along with understanding of validation, privacy, AML, disclosure, sales practices, and fulfillment. Regularly update your knowledge of new products, procedures, and organizational changes.

• Process oriented - Document observations accurately and constructively in alignment with the Quality Monitoring program. Adapt quickly to changes in processes and business environment.

• System proficiency - Ability to interpret information from multiple systems and review procedures at a high level. Familiarity with platforms such as TSYS, COINS, AST, Knowledge Central, Verint, ECIF, COMPASS,  Plexus,Target and MS Office is an asset.

• Relationship management - Coordinate with vendor, product and control partners to meet timelines and address gaps. Recognize strengths of colleagues, document customer experiences, and identify opportunities for development.

• Compliance - Ensure all solutions and recommendations comply with CIBC’s policies and regulatory requirements.

Who you are

• You can demonstrate experience in insurance and/or financial services, with knowledge of distribution channels, processes, product technology, operations, back-office functions, and business controls.

• You embrace and advocate for change. You continuously evolve your thinking and the way you work in order to deliver your best.

• You’re goal oriented. You’re motivated by accomplishing your goals and delivering your best to make a difference.

• You're passionate about people. You find meaning in relationships and surround yourself with a diverse network of partners. You connect with others through respect and authenticity.

• You're fluent in English. It’s an asset if you’re fluent in French.

• Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.

#LI-TA

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 [email protected]

• CIBC is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.

• 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 test (such as simulation, coding, French proficiency).

• We use artificial intelligence tools during the recruitment process. 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

Toronto-81 Bay, 24th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Analytical Thinking, Client Satisfaction, Communication, Constructive Feedback, Customer Experience (CX), Decision Making, Group Problem Solving, Product Knowledge