Analyst, Client Onboarding & Service

What You’ll Be Doing

CIBC Global Transaction Banking is committed to providing an outstanding client experience through tailored cash management solutions. We have made significant investments in our banking and cash management technology over the last few years in support of providing our clients with leading solutions. As an Analyst in the Client Sales Support Team, your primary focus will involve supporting clients within your portfolio on all day-to-day service and support requests. You will actively be engaged in maintaining relationships with various internal and external stakeholders with a key focus on streamlining and simplifying the client experience. In addition, you will collaborate with Cash Managers, Relationship Managers and other internal stakeholders when referring cross-sell opportunities. As a key extended member of the relationship team, you will help strengthen new and existing client relationships and will help drive CIBC’s value proposition. You will ensure all interactions with clients and internal stakeholders contain information that is accurate and complete, reducing the need for duplicate touch points. Furthermore, you will ensure dealings with assigned clients involve prompt responses to questions, enquiries or issues in order to provide best in class service.

At CIBC we enable the work environment most optimal for you to thrive in your role. You’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 3 days per week on-site, while other days will be remote.

How You’ll Succeed

• Client Service - As an integral member of the client deal team, act as a primary contact for an assigned base of clients from mixed commercial segments (IB / MM / ABL / Leverage Finance / REFD / Innovation Banking) on general support inquiries and requests. This will include working with clients directly to help answer commonly asked questions and inquiries on items such account inquiries, account entitlements, capabilities of products, services and providing updates to clients that are following up on outstanding requests. Exercise a client-centric approach by promoting efficiency, accuracy and responsiveness when leading the process of onboarding new legal entities to CIBC or implementing Cash Management products and services.
• Account Support - Coordinate changes to account information and signing authorities, as well as coordinating changes to existing Cash Management products. Ensure submissions to partners are full and complete, in an effort to reduce repetitive touch points both internally, with clients and with partners. Maintain an organized record of requests to measure the progress of outstanding/overdue items and providing clients/internal stakeholders, with updates on the status of requests. Follow up with internal groups on outstanding requests, escalating to members in Client Sales Support or partner groups as necessary, to ensure timely completion of overdue items. Identify areas for cross-sell opportunities and subsequently, engage Cash Managers to drive incremental growth opportunities. Lead the end-to-end process for new onboarding and implementation requests by acting as the single point of contact for the client while communicating/coordinating all aspects of the request with internal/external stakeholders. Collect AML/KYC information for onboarding purposes, or setup details of new cash management products/services in an efficient manner, minimizing unnecessary client touch points while leveraging use of existing/internal information and documents wherever possible.
• Relationship Building - Work closely with the Business Contact Centre (BCC), Internal Partners, Cash Managers and Relationship Managers to support client requests and ongoing activity, and to collaborate when referring cross-sell opportunities.

Who You Are

• Experiences you bring. You have developed knowledge of Cash Management products and services, including the processes and procedures necessary to implement products and services. You have basic knowledge of Cash Management Online, eCIF, and Management Information Facility (MIF), as well as knowledge of security documentation and process for preparation.
• You have strong communication skills. You have well-developed written and verbal communication skills sufficient to provide clear information to colleagues and clients while conveying messages of varying complexities in a professional manner. You have developed interpersonal relations to establish and maintain relationships with clients, business partners and colleagues.
• You are results-oriented. You have the ability to manage multiple activities with varying levels of complexity under tight time constraints without errors. You have well-developed judgment, decision making and problem solving skills with the ability to generate solutions and decide quickly on courses of action, while achieving desired objectives.
• You put our clients first. You have well-developed client and relationship management skills. You engage with purpose to find the right solutions.
• You’re proficient with Microsoft Office suite. You have a strong command of software such as Excel, Powerpoint.
• Education You've Completed. A Bachelors or equivalent degree in Business, Finance, Accounting, or related field is preferred.
• Values matter to you. You bring your real self to work and you live our values – trust, teamwork and accountability.