Contact Centre Representative (Disputes, Costco, Remote) - Bilingual

February 14, 2026

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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 <a href="https://www.cibc.com/en/about-cibc.html" target="_blank" rel="noopener noreferrer">CIBC.com</a><div><div>What you'll be doingThe Costco Contact Centre Representative will respond to incoming inquiries or requests from our credit card clients in a pleasant, courteous, knowledgeable and professional manner. Costco Contact Centre Representatives may also be assigned to make outbound calls to clients to resolve  disputes, educate the client on the dispute handling process, or to request additional information from the client.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. </div></div><div><div> </div></div><div><div>We have embarked on an Agent@Home remote work program. All employees are required to meet the Agent@Home program requirements and be able to attend your primary work location within two hours’ notice for any business-related purposes.</div><div> </div><div>Agent@Home Program Requirements<ul><li>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. </li><li>Wired 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).</li><li>Satellite internet providers are prohibited and cannot be used due to the impact on call quality and the stability of service.</li></ul></div></div><div><div>The start date for this role is December 8, 2025. Contact Centre business hours are from Monday to Sunday, 8:00AM – 12:00AM. You must be flexible to work evening shifts including weekends and holidays as your hours will be based on Contact Centre hours. </div><div> </div><div>If this sounds like you, but you are not sure if you are ready to be on the frontlines of client service, we’ve got you covered. The incredible program you’ll benefit from begins with 5 weeks of training consisting of a mix of in-class learning and on-the-job application </div><div> </div></div><div><div>How you'll succeed </div><div><ul><li>Call Ownership – Respond to incoming calls or make outbound calls. Take complete ownership of calls in a friendly, courteous and professional manner.  </li><li>Data Collection – Gather information as required by Visa and MasterCard Operating Regulations to process and support chargeback. Request and send customer correspondence and follow up with customers when necessary.  </li><li>Decision Making – Resolve credit card application inquiries by utilizing current Review, Secured, Duplication, Missing and Verification rules. Processing credit limit change requests while using clear and empathetic judgements. </li></ul></div></div><div><div> </div><div>Who you are </div><div><ul><li>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.  </li><li>You love to learn. You’re passionate about growing your knowledge, and you know that there is no limit to what you can achieve.  </li><li>You’re driven to succeed. You are motivated by accomplishing your goals and delivering your best to make an impact.  </li><li>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.  </li><li>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.  </li><li>Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.  </li><li>You're fluent in French and English to serve our clients in the community.</li></ul></div></div>What CIBC OffersAt 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.<ul><li>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.</li><li>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.</li><li>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.</li></ul>*Subject to plan and program terms and conditionsWhat you need to know<ul><li>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 <a href="mailto:Mailbox.careers-carrieres@cibc.com" target="_blank" rel="noopener noreferrer">Mailbox.careers-carrieres@cibc.com</a></li><li>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.</li><li>We may ask you to complete an attribute-based assessment and other skills tests (such as simulation, coding, French proficiency, MS Office). 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.</li></ul>Job LocationMont-1155 Rene Levesque OEmployment TypeRegularWeekly Hours37.5SkillsCall Center, Client Service, Communication, Customer Experience (CX), Outbound Calls, Work Collaboratively

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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