What You’ll Be Doing:
As a Privacy, Legal, & Reputational Risk Coordinator for Client Account Management (CAM) you will be the Single Point of Contact (SPOC) responsible for overseeing the activities related to the maintenance of, and adherence to the bank’s policies and procedures managing the privacy of, and access to, client and employee information in compliance with federal, provincial laws, as well as the Personal Information Privacy Electronic Document Act (PIPEDA). You will coordinate all activities within CAM that relate to privacy, legal and reputational issues, effectively managing time sensitive, emotionally charged and/or stressful customer situations, and advocate and protect client, employee privacy by serving as the primary privacy advisor for all employees within CAM.
How You’ll Succeed:
- Build and Maintain Strong Relationships –Liaise with internal and external partners to ensure compliance during strategy mitigation, and investigate, conduct root cause analysis to provide an informed, independent opinion. You’ll consult CIBC Media Relations upon receiving a threat to expose CIBC to media involvement, as well as become informed of instances where CIBC will be present in the media. You’ll partner with CIBC Client Care, including Executive Client Relationships to mitigate persistent client escalations, reinforce the bank’s decision, provide information on investigations completed, and act as a unified front for the client’s problems. Interaction with the CIBC Ombudsman’s Office, CIBC Legal and Privacy Office are also frequent Partners in the escalation process.
- Subject Matter Expert –You will liaise with line management to ensure coaching is in place to address counselor errors and indiscretions, that all necessary tools are available to perform job functions, compliance with procedures, and share findings of non-compliancy, as well as provide guidance and recommendation to managers and Senior Leaders on PL&R issues.
- Administer and Audit – You will have the authority to review and assess employee interactions with internal and external clients. You will have authority to make decisions of credit bureau reporting for CIBC clients and make recommendations on right of offset reversals. You will also have the authority to request coaching feedback to be delivered to employees by managers and make changes to existing policies, procedures and processes within Client Account Management.
Who You Are:
- You give meaning to data. You enjoy investigating complex problems, and making sense of information. You’re confident in your ability to communicate detailed information in an impactful way.
- Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.
- You’re driven by collective success. You know that collaboration can transform a good idea into a great one. You understand the power of an inclusive team that enjoys working together to bring a shared vision to life.
- You can demonstrate experience in collections processes and procedures related to the handling of Asset Recovery, Bankruptcy/Credit Counseling Services/Consumer Proposals and the processes related to Credit Bureau reporting. You can demonstrate working knowledge of a broad range of CIBC host and collection software applications such as COINS, TS2, Plexus, Target, DRS, DRN/CollectLink and Repo Highway, as well as, proficiency with Microsoft applications.
- Values matter to you. You bring your real self to work and you live our values – trust, teamwork and accountability.
What CIBC Offers:
At CIBC, our people are our greatest asset. You’ll become part of a diverse community that acknowledges everyone’s unique talents, and empowers teams to do what’s right for the client, and to do it well. As part of our team, you will:
- Thrive: Benefit from an open and approachable culture that provides the flexibility and support you need to integrate your life at work and at home
- Connect: Work in a place where the right technology and infrastructure fosters innovation, collaboration and creativity
- Develop: Grow your skills and career through our best-in-class onboarding experience, ongoing learning opportunities, individual development planning, and comprehensive product training
- Prosper: Share in our collective success with a competitive salary, incentive pay, banking benefits, health benefits program, and employee share purchase plan
What You Need to Know:
- 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.
- You need to be legally eligible to work in Canada at the location(s) specified above and, where applicable, must have a valid work or study permit
- This is a regular full time role with a schedule of 37.5 hours each week.