KERRI BROWN

CIBC Client Care is CIBC’s client complaint second level resolution channel. Clients are engaged when their concerns have failed to be adequately addressed through a first level channel where they do business with CIBC such as a branch, a telephone contact centre, a product area or digital. As a Sr. Case Manager, Client Care you will deliver best-practice problem resolution to clients of CIBC who escalate their complaints to the Care Centre.  You will deliver value-added resolutions or, when appropriate, recommendations for resolution, within established Service Level Agreements (SLA’s) with business partners, from the time the matter is escalated. You will also be accountable for recommending any financial adjustments that may accompany a resolution, ensuring equity and stewardship of the bank’s assets are applied to every situation. This role will also be accountable for providing guidance and advice in problem resolution to other employees of CIBC, including those in a more senior position.

• Manage client experience and build relationships
• People leadership
• Continue to create a positive, collaborative, and productive working environment
• Results driven leadership
• Monitor business performance, put action plans into place to close any gaps and work collaboratively with any partners to increase the banking center’s overall performance
• Coached employees to exceed all metrics as well as assist with the day-to- day preparation and close any gaps in plan
• Daily focus on delivering an exceptional client experience and deepening relationships
• Ensure company standards are met by adhering to all mortgage and investments regulations, as well as day to day cash management lock ups, cash differences and client discrepancies.

• Manage client experience and built relationships
• Results driven leadership
• Monitor business performance, put action plans into place to close any gaps and work collaboratively with any partners to increase the banking center’s overall performance
• Coached employees to exceed all metrics as well as assist with the day-to- day preparation
• Daily focus on delivering an exceptional client experience and deepening relationships
• Ensure company standards are met by adhering to all mortgage and investments regulations, as well as day to day cash management lock ups, cash differences and client discrepancies.

• Managed client experience and built relationships by helping with
• Financial Planning, Mortgages, Investments, Credit, cash management, and protection
• Managed all client services by helping find solutions, provide advice, help with quality of life, and plan for the future
• Ensure company standards are met by adhering to all mortgage and investments regulations, submitting proper clerical paperwork, and ensuring all critical timelines were met
• Also consistently managed daily balancing, and compliance.

• Manage day-to-day operations for 13 retail locations across Canada
• Total sales are $25 million annually
• Manage a team of 250 employees
• This includes hiring management for all locations, staff development, on-boarding, and implementation of policy and procedure
• Ensure company standards are met by overseeing sales performance, visual guidelines, marketing time-lines and loss prevention standards