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

You’ll be joining CIBC’s Client Account Management Department as a Credit Counsellor, and making a real difference for our clients. You’ll connect with our clients who own a variety of CIBC products and discuss repayment options to potentially resolve outstanding debts. This is done using a combination of assessing client profiles, and asking relevant questions to understand why our clients have fallen behind on payments. You’ll ensure the client is aware of the terms and conditions of their contractual obligations and offer solutions to prevent further delinquencies. At CIBC we enable the work workplace 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. Kindly note, this position will begin on site at 400 Burrard Street, Vancouver for a minimum 60 day period. In the event you are provided the opportunity to work from home, the following requirements are mandatory for our Agent@Home program. CIBC has embarked on an Agent@Home work from home program and all employees may be given the opportunity to work from home after an initial training and assessment period of at least 60 days. The expectation is that you must be able to attend your primary CIBC location within two hours upon request.

Agent @ Home Program Requirements

- Ability to work independently as an Agent @ Home with a secure workspace, in a room or office with a door that closes it off from noises and distractions.
- Wired Internet connection, capable of continuously supporting excellent call quality and high-speed response rate (Internet connection must 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.





The start date for this role is October 19, 2026. Our Contact Centre is open Monday to Friday from 7:00 AM to 8:00 PM PDT and Saturday from 8:00 AM to 4:00 PM PDT. This is a full-time permanent position and a shift-oriented role and we’d like you to be flexible between these hours, which include evenings and weekends.

How You’ll Succeed

- Client engagement - Speak with clients to understand their priorities, advise them on solutions, and provide a forward-looking financial plan. Use your knowledge of cash management, credit, investment and wealth protection to help clients meet their goals.
- Call Ownership - Respond to incoming calls or make outbound calls. Take complete ownership of calls in a friendly, empathetic, courteous and professional manner.
- Problem solving - act effectively by knowing how to obtain information required and use one’s network to identify and solve for a problem or need.
- Performance Metrics - you can thrive in an environment that rewards performance through regular key metrics reporting and coaching.
- Multitasking Efficiency - Demonstrate ability to efficiently capture accurate information across multiple systems while engaging with clients. Maintain effective communication and ensure seamless service delivery in a fast-paced environment.

Who You Are

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 love to learn. You’re passionate about growing your knowledge, and you know that there is no limit to what you can achieve.

You’re driven to succeed. You are motivated by accomplishing your goals and delivering your best to make an impact in a metrics-driven environment.

You’re passionate about people. You find meaning in relationships, and surround yourself with a diverse network of partners. You build trust through respect and authenticity.

You engage with your heart and mind. You care about people and you understand different perspectives.



You listen and learn from the experience of others.

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

What CIBC Offers

- 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.
- 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 programme 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.

Job Details

Job Location: Vancouver - 400 Burrard 5th

Employment Type: Regular

Weekly Hours: 37.5

Skills

- Analytical Thinking
- Business Operations
- Collections Management
- Customer Education
- Customer Service
- Debt Collection Litigation
- Negotiation
- Recovery Services

At CIBC, we are in business to help our clients, employees and shareholders achieve what is important to them. Our ability to create value for all CIBC stakeholders is driven by a business culture based on common values: Trust, Teamwork and Accountability. Working with CIBC makes you a part of a work environment committed to our clients, employees and communities - a place where you can excel. Every day, our 48,000 employees help our clients achieve their financial goals, because what matters to our clients matters to us.

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📌 Contact Centre Representative (Credit Counsellor, Client Account Management) (Vancouver)
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