Digital Operations Specialist
Worth, IL

Job Description

Overview

CIBC provides tailored commercial, wealth management, personal, and small business financial solutions in the United States through 46 offices in 18 states, as well as cross-border banking services to clients with North American operations. Learn more at cibc.com/US.

CIBC is a Toronto-based, global financial institution with a 150 year history, serving 11 million personal and business clients. We invest in our businesses, our clients, our people and our communities to deliver consistent and sustainable earnings to our shareholders.

CIBC delivers access to career and development opportunities, safe and healthy workplaces, effective training, and positive work-life balance - so that employees are able to perform at their best, contribute to their communities and focus on cultivating deeper relationships with our clients.

Every year, CIBC is recognized for its business success, community commitment and employee initiatives. We are proud of this success and are committed to creating an inclusive workplace and an environment where all employees can excel.

CIBC Bank USA is an Equal Opportunity Employer M/F/Disability/Veteran

Responsibilities

* Process applications for digital products in a timely and efficient manner displaying exceptional attention to detail. Identify and escalate applications to the fraud specialist accordingly.
* Conduct outbound efforts with regards to overriding failed applications.
* Work as a cohesive unit within the operations team to ensure efficiency and productivity. Display a positive attitude, a client-centric frame of mind, be able to think outside the box, and be intuitive and risk-adverse as it relates to processing requests. Effectively communicate with the leadership team as needed in a timely manner.
* Support the frontline specialists as it relates to troubleshooting advanced technical issues, inbound follow up calls related to applications and new accounts, relaying information to our vendor, completing maintenance requests, and being a resource for escalation calls beyond the Digital Specialist's expertise.
* Respond to written client inquiries received through electronic avenues in a timely and professional manner, providing accurate and all-encompassing answers to effectively resolve the clients' questions/issues.
* Properly track all work appropriately and display focus/excellent attention to detail when completing daily tasks. Minimize the distraction of others in support of a productive environment. Ensure report monitoring is adequate in support of line of business standards.

Qualifications

* Ability to multi-task in a fast-paced environment.
* Effectively communicate escalations to management in a timely and efficient manner.
* Must properly document work, demonstrate consistent follow up, and take ownership of inquiries/issues as they arise.
* Be a proactive team member in ensuring work is prioritized and processed according to procedure.
* Hold self accountable for mistakes and recognize opportunities for improvement.
* High school diploma or equivalent required.
* Call Center or Digital experience preferred.