Processor, Operations Management

Position Title

Processor, Operations Management
Employment Details

Employment Type: Full‑Time

Hours: 37.5 hours per week

Location: Halifax, NS (On‑Site for first 3 months, then Hybrid)

Target Start Date: August 2025.
Eligibility
• Must have experienced barriers getting and/or maintaining meaningful employment and identify with one of the following:
• Autism (including Asperger’s and PDD‑NOS)
• Attention Deficit/Hyperactivity Disorder (ADHD) or Attention Deficit Disorder (ADD)
• Learning Disability (e.g., dyslexia, dyscalculia, dysgraphia)
• Intellectual Disability
• Obsessive Compulsive Disorder (OCD)
• Tourette Syndrome

Summary

Supports Credit Card processing including payment investigations, exception handling, retrievals and reconciliation.
Essential Tasks
• Conduct investigation and detailed analysis on item errors according to established guidelines to determine the nature of the issue, identify root cause and resolve the error. Receives, reviews and investigates item errors.
• Adhere to all risk and governance standards by completing all required documentation thoroughly and ensuring that all processes and procedures are followed.
• Work closely with your team to deliver a great customer experience. Ensure that your team’s collective work meets quality standards, deadlines and service level agreements.
• Identify and resolve items of discrepancy and follow up on process problems within the area of responsibility using independent judgement based on standard work procedures. Act like an owner by taking accountability for issues, and know when to lean on others to build a better solution together.
• Receive, prioritize, sort and evenly distribute work to staff within a production area. Respond to questions and provide guidance. Complete quality checks for work completed to ensure accuracy. Monitor workflow to ensure priority is given to unresolved matters that cause backlog or delays in process flow.
General Skills and Abilities
• A critical thinker who applies problem solving skills to address issues and increase efficiency.
• Comfortable performing repetitive tasks on a daily basis while maintaining quality with a strong attention to detail.
• Able to develop strong working relationships with internal partners over the phone.
Digital/Technical Skills & Tools
• Basic skill level with Microsoft Excel.
• Basic skill level with the Microsoft Suite of Applications.
Required Skill Levels
• Basic – e.g., I can do this in simple situations with close or extensive guidance.
• Basic to Intermediate.
• Intermediate – e.g., I can do this in most situations, with occasional guidance.
• Intermediate to expert.
• Expert – e.g., I can do this in exceptionally difficult situations with no guidance and I can be a key resource for others.
Education / Knowledge
• High School Diploma.
Experience (Professional, Academic, Personal)
• Nice to have:
• Prior experience working in a bank.
• Customer service experience.

Additional Information
Communication and Interaction Frequency
• Oral communication: Daily.
• Email communication: Daily.
• Instant messaging: Daily (MS Teams).
• Telephone Communication: N/a.
• Video communication: Daily (Camera encouraged but not required).
• Interacting with supervisors: Daily.
• Interacting with peers: Daily.
• Interacting with customers: N/a.
• Selling or influencing others: N/a.
• Training or teaching others: Based on candidate preference.
Potential Stressors
• High volume days.
• May be asked to support remediation projects and correct accounts.
Motivators and Rewards
• Adaptable schedule.
• Being a founding member of an exciting new team at CIBC.
• Opportunities for development and skill building through various projects and initiatives.
• Opportunities to network and engage with team members across the department through various committees.
• Strong culture of recognition through the MomentMakers platform.
Workplace Support

Specialisterne and partner employers are committed to providing inclusive onboarding experiences and supporting new employees as they learn on the job. All recent hires will continue to liaise with a Specialisterne Workplace Support Specialist for their first twelve weeks on the job.
Recruitment Process
• Complete a job application.
• Join the talent pool (if not already) by completing an additional questionnaire and a pre‑employment assessment.
• Successful applicants will create a job‑specific Candidate Profile to answer job specific questions and/or complete a work sample exercise to showcase your skills for this role.
• Employers use Candidate Profiles to anonymously shortlist candidates.
• Candidates and employers will meet to discuss the role in more detail.