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Transaction Processing Specialist


This is a Full-time position in Toronto, ON posted August 31, 2017.

CIBC is a leading Canadian-based global financial institution.Through our three major businesses

– Retail and Business Banking, Wealth Management and Capital Markets – we provide a full range of financial products and services to 11 million individual, small business, commercial, corporate and institutional clients in Canada and around the world.We invest in our businesses, our clients, our people and our communities to deliver consistent and sustainable earnings to our shareholders.

To learn more about CIBC’s Lines of Business, please visit our website. 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.To learn more about CIBC and the CIBC Group of Companies please visit CIBC.com.Job Overview The Specialist, Transaction Processing is accountable for providing professional, timely and efficient operational support as it relates to Corporate Action Events to Investment Advisors across Canada in the Wood Gundy, Investors Edge, and Prime Brokerage Services product groups. The incumbent will be responsible for the timely and accurate processing, analysis, and related activities within the Department and handling transactions of a more complex and/or sensitive nature, without direct supervision. Will act as a point of contact providing functional guidance to other Team members. May lead implementation of process improvement initiatives. The incumbent will work with Colleagues and Management to improve the quality of client service delivered to our Clients, while seeking opportunities to streamline processes.What You’ll be Doing Assist in development, maintenance, and enhancement of policies and procedures, to ensure consistency and meet service level agreementsSupport and participate in any regulatory and audit reviews to ensure that Business and Client risk are identified and mitigated.Respond to clients’ inquiries and requests within the Department service level agreements, to ensure customer satisfactionComplete all reconciliation activities and provide regular regulatory reporting to management team and control groups as requested ensuring accuracy of informationAssist in various department initiatives as a subject matter expert or on-going projects for continuous improvement purposesAssist and lead the management team and department in resolution of issues that arise and provide recommendations for continuous improvement purposes.Assist in the design and implementation of new technology to improve current service or products and offer new products or services.Prioritize the work to be done in order to meet service level agreements for the various lines of Business. May at times re-direct/redistribute the work amongst the team members when necessaryto meet SLA’s and quality service.Act as a subject matter expert providing guidance and assistance to junior team members as first point of escalation to ensure efficiency and consistency.Represent department on various projects and meetings with partners such as launches or enhancements to provide expert advice and obtain information.Provide product and system training to new business partnersensuring consistency and building business relationships.Assist with the training and job shadowing of new staff in department to ensure consistency and customer satisfaction.Handle more complex issues or situations that require further analysis or investigation in order to determine nature of the problem and identify feasible solution for the client.Research and investigate and identify appropriate solutions for client complaints received to ensure customer satisfaction. Identify root cause and trends to avoid reoccurrence and identify, evaluate andimplement solutions to improve service.Review and analyze reports or data to ensure quality assurance of transactions and maintain a high level of customer satisfaction.Process accurately and timely service inquiries and requests received in accordance to appropriate rules, regulations or procedures to meet service level agreements and customer satisfaction.Liaise with operations client service departments and external and internal partners in order to identify service gaps and find appropriate solutions to solve them. What We’re Looking For Knowledge of Wholesale/Brokerage Operations and/or brokerage industry (i.e.RESP, RRIF and/orRRSP products, related regulations, procedures and CRA guidelines)Enrolled in courses and/or pursuing CSC or IFIC certificationsExperience in Corporate Action is requiredKnowledge of internal CIBC systems and applications (i.e.ADP, GOW)Must have excellent interpersonal skills to work effectively with team members and successfully handle inquiries and empathize with client needsExcellent communication skills, verbal and written (written skills of a high professional standard)Ability to listen and to understand client queries and clearly communicate appropriate responsesAbility to work under pressure and meet established service levelsExcellent problem solving skills with ability to identify the source of problemsStrong time management skills and ability to manage multiple tasks at one timeProven leadership, coaching and people management skills sufficient to motivate a workforce faced with significant changeCompliance with all CIBC regulatory training and ensure these programs and policies are applied consistently across the business.The incumbent is personally responsible for compliance with all such regulatory and governance programsWhat CIBC Can Offer You Flexible health benefits, stock purchase options, competitive incentive pay and recognition programsCompetitive salary and banking benefits Career growth, development and continuous learning opportunitiesOpportunity to be involved in CIBC events that help our communitiesClick to learn more about Rewards & Recognition, Learning & Development, and Employee Community Involvement What You Should KnowMust be legally eligible to work in Canada at the location(s) specified above and, where applicable, must have a valid work permit or study permit that allows the candidate to fulfill the requirements of the rolePlease click here to Apply On-Line.