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Job Title
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Personal Banking Associate
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Job Location
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Kitchener/Waterloo, Ontario, Canada
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Type of Work
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Salary Range
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Job Description and Requirements:
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Business Unit Description: CIBC Retail Markets is a full-service retail bank serving more than nine million clients across Canada through 1,073 branches, 4,136 ABMs, four telephone banking centres and online banking, as well as through CIBC's unique banking offer, President's Choice Financial, a co-venture with Loblaw Companies Limited.
Our more than 22,000 employees, focused on providing excellence in client service, product solutions and relationship-based advice, contribute 59% of CIBC's net income.
Retail Distribution's team of highly skilled and experienced frontline employees is directly responsible for helping CIBC's personal, small business, Imperial Service and Private Wealth Management clients achieve the things that matter to them. With operations throughout Canada, in Asia and the Caribbean, Retail Distribution takes a comprehensive approach to meeting the needs of its more than 8 million clients - from investment and retirement planning to credit and day-to-day banking.
Key Accountabilities / Activities: To promote, sell, and deliver a limited range of personal banking products and services, as well as some foundation Small Business Products such as Small Business Accounts to meet the needs of existing and potential CIBC customers (including Small Business). To recognize and act on referral and sales opportunities. The emphasis of this job is on providing efficient and effective sales to customers with personal banking and foundation Small Business needs, primarily to walk-ins. In view of the involvement in selling directly or indirectly by telephone the incumbent must have strong selling skills.
Major Activities:
1. Understand and meet all customers immediate service needs quickly, professionally and accurately. · Greet customers, utilizing the interaction guiding component of the Branch Customer Experience Index with every customer · Use the CLIENT steps (contact, listen, learn, identify, explain, close, and thank) during every customer conversation and either provide the right financial solution yourself or refer the customer · Suggest and complete (as appropriate) a Personal Customer Needs Assessment with every customer · Adhere to the Complaint Handling Process including on-line input every time a customer shares a concern /problem/compliment · Participate in team activities (customer acknowledgement programs, customer contact programs, customer appreciation activities and charitable/community events)
2. Promote, sell and deliver a limited range of personal banking and Small Business products (e.g. deposit/transactional accounts, GIC, CSB, RRSP, COP, VISA, ABM access, Internet/Telephone Banking, Night Depository, Debit Card, direct deposit/payment, SDB, basic CLASS loans, estate accounts) and services by proficiently executing sales management activities: · Maximize time management
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