Mortgage Servicing Representative
Greater Toronto Area
Toronto Refugee Hiring Event – CIBC /
Remote
This position is exclusively for the 2025 Toronto Refugee Hiring Event. To be eligible to apply, you must meet the following criteria:
- Arrived in Canada as a refugee (government or private sponsorship), applied for asylum after arriving in Canada (refugee claimant/asylum seeker), or were forcibly displaced. This includes individuals from countries such as Ukraine, Afghanistan, Iran, and others.
- Currently reside in the Greater Toronto Area or near the Greater Toronto Area.
- You can attend the event in person in Toronto on October 17th.
- Eligible to work in Canada (you must have Permanent Residency, Citizenship, or a valid work permit).
- 18 years of age or older.
Please read the job description carefully and only apply if you meet the eligibility criteria for the position.
You’ll work in the Mortgage Contact Centre team. As a Mortgage Servicing Representative you’ll be a single point of access through which clients are able to conduct the majority of their routine mortgage inquiries. You’ll focus on answering client inquiries that require routine analysis and the application of mortgage procedures, policies and principles.
At CIBC we enable the work environment most optimal for you to thrive in your role. You can effectively perform all work activities remotely, and will only be required to be on-site on an occasional basis.
Our Contact Centre is open Monday to Friday 8:00am to 8:00pm EST. Although this position requires working remotely, you must be able to travel to your primary CIBC location within 2 hours if requested to do so (e.g., service outage or technology-related outage, business continuity plan, team meetings, celebrations, events).
We have embarked on an Agent@Home remote work program. All employees may be given the opportunity to work from home, if you can meet the Agent@Home program requirements and are able to attend your primary work location within two hours’ notice.
Agent @ Home Program Requirements
- Ability to work independently in a private and quiet workspace (ie. in a room or office with a door that closes)
- Internet connection capable of continuously supporting excellent call quality and high-speed response rate (internet connection can 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
How you’ll succeed
- Client Engagement – Focus on client experience and connect on a personal level to make every interaction meaningful. Analyze the customer’s financial needs holistically and in addressing the initial mortgage request, identify additional financial needs of the customer through opportunities to cross sell additional CIBC banking products. Provide customers with detailed and factual explanations of recommended actions, and ensure the client has a full understanding of the issues.
- Problem Solving - Listen, ask questions, and put yourself in the client’s shoes. Act like an owner by taking accountability for client issues, and know when to lean on others to find the right solutions and provide client satisfaction. Ensure that the solutions offered meet customers’ needs and comply with CIBC policies and regulatory requirements, follow scripts and provide accurate information in a timely manner
- Product Knowledge – Understand CIBC’s mortgage products and use your knowledge to connect clients with the right product. Maintain knowledge of new products, policies, procedures, external trends and developments with issues pertaining to mortgages (i.e. Competitors' actions and legislation changes) in order to meet client needs. Identify “at risk” mortgage business and make every effort to retain clients with CIBC by referring customers to the CIBC Retention Team.
- Relationship Building - Collaborate with others to ensure clients are connected to the right people and opportunities. Analyze the task at hand and make informed decisions to find the most appropriate solution available from a variety of options, taking into consideration the situational factors and existing procedures and policies and consult with internal business partners of related departments regarding their operations to trouble-shoot delays or problems.
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.
- 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.
- Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.
The Toronto Refugee Hiring Event Team will review applications and select the most qualified candidates for the positions. Please note that submitting an application does not guarantee an interview.
