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Mortgage Servicing Specialist, Remote - Bilingual

November 21, 2025

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>What you’ll be doingYou’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. The start date for this role is February 2nd 2026 Although this position requires working remotely, you must be able to travel to your primary CIBC location (Montreal Contact Center) within two 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 <ul><li>Ability to work independently in a private and quiet workspace (ie. in a room or office with a door that closes)</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>How you’ll succeed<ul><li>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.</li><li>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</li><li>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.</li><li>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.</li></ul>Who you are<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>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>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), Mortgages, Outbound Calls, Work Collaboratively

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DISCLAIMER

Get Hired Faster With COMPANY_NAME!

1: COMPANY_NAME Smart Tools and Direct Employer Connections Help Speed Up Your Hiring Process

2: With Better Matches, Real-time Job Alerts, and Direct Employer Responses, COMPANY_NAME Helps Many Candidates Secure Interviews and Job Offers Within 15 to 30 Days!

3: The Type of Resume You Need to Get Priority Placement

4: Browse Full-Time, Part-Time, and Freelancing Roles With COMPANY_NAME

5: COMPANY_NAME Helps You Grow Your Career

6: The Easiest Way To Find A Job

7: Find Roles That Offer Growth, Culture & Benefits

8: Get Support With Resume, Interviews & Career Planning

9: Your Future Starts Today

10: Get Hired Within 15 to 30 Days With COMPANY_NAME

Mortgage Servicing Specialist, Remote - Bilingual

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

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

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

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

5. HOW DO YOU PROCESS INFORMATION?

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

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

8. HOW TO PRIORITIZE WORK?

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

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

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