| Id: | 21 |
| Short description: | Personal Banking Associate - NEW GLASGOW |
| Full description: | Title Personal Banking Associate - NEW GLASGOW Category Sales/Sales Support City NEW GLASGOW, Nova Scotia, Canada Job Location NEW GLASGOW Posting Date (dd/mm/yyyy) 21/07/2004 -------------------------------------------------------------------------------- Job Description/Accountabilities Business Unit Description: Retail Markets is at the heart of all the service offerings we provide. CIBC delivers financial services to more than 5.9 million Retail and 460,000 Small Business customers in Canada. Lending, deposit, investment products and other banking services are offered through our extensive branch network, as well as through our rapidly expanding electronic channels such as Telephone, ABM and Internet Channel. With approximately 1,130 branches, close to 270 Business Advisory Teams and the largest ABM network in Canada, Branch and Small Business Banking is key the long-term success of Retail Markets and CIBC as a whole. Our dedicated professionals are committed to making CIBC the number one retail bank in Canada by delivering a seamless customer experience. We provide a full range of financial services to our customers, from personal and business deposit accounts, to mortgages, investments and personal and business lending products. 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 skills to ensure availability to respond to customers’ needs as they enter branch · Accurately complete all related documentation, closing the sale · Use the documented customer referral process, as appropriate · Complete the SM@RT on-line sales tracker daily · Adhere to Branch and Small Business Banking pricing authorities · Enter new business opportunities in the branch pipeline for future action · Participate in weekly sales and service meetings/huddles and debriefs (one-on-one and/or with the team) · Complete after-sales service activities (customer inquiries, product and service maintenance) 3. Consistently apply all risk and due diligence policies, practices and procedures. · Accurately capture and validate customers' personal and financial information · Complete three-part fraud test every time a new account is opened for a customer · Use and accept automated decision-making processes (for both credit & deposit products) · Process valid transactions (seeking authorization as required) and balance entries daily · Ensure all customer agreements, loan notes, security etc. are completed and filed in accordance with CIBC policy · Adhere to CIBC Privacy Policy at all times 4. Keep working knowledge of products, services, programs, policies and procedures current: · Participate in team meetings/huddles, workshops and individual coaching sessions · Create a personal development plan (including accreditation requirements ) and complete activities committed to in plan 5. Build and maintain effective working relationships with team members and other CIBC colleagues/partners at all times. 6. Perform additional duties, as required. · Provide sales assistance, to other branches within the district to meet customer service expectations · Train other employees to perform Personal Banking Associate duties · Maintain joint custody of combinations, engraved forms etc. Requirements: Accreditation · Mutual Funds course and subsequent mutual funds registration may be required based on local market need Sales/Sales Management · Basic knowledge of sales management techniques and initiatives sufficient to promote and sell straightforward personal banking products to meet client needs Product Knowledge/Processing – Personal/Small Business/Transaction Processing · Detailed knowledge of basic deposit, personal and investment products/services sufficient to analyze customer needs, explain the features, benefits and sell appropriate product to customers. · Basic knowledge of personal lending products and Small Business Accounts and practices is required sufficient to respond to customer inquiries, take applications and process simple loans and related security documentation Business Knowledge · Working knowledge of basic product offers by competitors sufficient to respond to customer inquiries and explain advantages of CIBC products. CIBC Knowledge/Compliance/Account Maintenance · Working knowledge of branch routine and operations of CIBC departments (e.g., Business Control Group, Investor’s Edge, RSP, VISA, Retail Small Business Lending, Intria, Telephone Banking) including CIBC policies (customer privacy), operational procedures and guidelines sufficient to process customer documents, address customer inquiries and/or refer to the appropriate source (e.g., handling negotiable/non-negotiable securities and engraved forms, joint custody of cash/balancing). · Working knowledge of relevant regulatory requirements (e.g., provincial requirements for registering securities, federal income tax requirements for RRSP's). Business Communication · Developed interactive skills sufficient to communicate detailed factual information when explaining the various products/services to customers. · Basic writing skills sufficient to complete standardized forms. Interpersonal Relations · Basic understanding how to establish and maintain good customer and colleague relationships through active listening, demonstrating empathy, diffusing emotions and resolution of interpersonal conflicts Influencing & Negotiating · Developed influential/interviewing skills sufficient to elicit personal information, sell/promote CIBC products to meet customer needs Problem Solving & Decision Making · Basic problem solving skills sufficient to systematically identify, analyze and generate alternatives to address/resolve customer issues/problems through the Complaint Handling Process Computer Literacy · Knowledge of PC software and mainframe applications sufficient to enter and access customer information (e.g., MIS, CIF, COINS, SM@RT,CLASS, IPS, WORD, operate in a “Windows” environment) Attributes: Results Orientation Service Orientation Communication Relationship Builder Thorough Confident Special conditions: - Flexible hours based on hours of operation of branches (e.g., extended hours) and outbound telephone sales program for the market. - Occasional travel within the local market may be required. APPLICATION INSTRUCTIONS: 1. Resumes must be submitted online only, through the (RMS) Recruitment Management System. 2. Late submissions will not be accepted. 3. If you are a CIBC employee and wish to refer someone for this position, please register your referral as per the Talent Scout guidelines. Your referral must apply through the website. 4. CIBC thanks all applicants for their interest however only those selected for an interview will be contacted. CIBC is an equal opportunity employer. It is the Company's policy to recruit and select applicants for employment solely on the basis of their qualifications, with emphasis on selecting the best qualified person for the job. CIBC does not discriminate against applicants based on race, color, religion, sex, national origin, or disability or any other status or condition protected by applicable federal, state or local law. -------------------------------------------------------------------------------- Skills Mutual Funds License Transaction Processing Initiative Results Orientation Thorough Business Communication Business Development Business Knowledge CIBC Knowledge Compliance Computer Literacy Influencing & Negotiating Interpersonal Relations Learning Agility Problem Solving & Decision Making Risk Analysis/Management Sales |
| Posted by: | smayler |
| Posted from IP address: | 206.47.220.198 |