Client Care Specialist

3 weeks ago

Newark, Delaware, United States City National Bank Full time
Job Summary

The Client Care Specialist is a key member of our team, responsible for delivering exceptional client service experiences aligned with our City National Brand promise. This role involves responding to and handling a broad range of complex operational issues for all CNB client levels and all levels of bank colleagues.

Key Responsibilities
  • Manage client conversations with a focus on quality, independently analyzing and resolving complex operational problems on clients' accounts.
  • Independently handle issues for deposits, savings, loan, credit cards, ATM/check cards, CDs, IRAs, and wire transfers, processing transactions requests as needed.
  • Provide 1st tier technical and navigational assistance for CNB's online personal products and services to external/internal clients, guiding them on issues requiring immediate attention.
  • Inform Client Contact Center Management of potential problem situations and issues requiring escalation, providing feedback on service quality, products, services, client impacting issues, and fee concerns.
  • Review online manuals and Call Contact Center Reference Guide (CCRG) to ensure adherence to policy and procedures, identifying suspicious calls or situations requiring escalation and following established procedures to ensure clients' personal and account information is safe and secure.
What You Will Do

Respond to and handle a broad range of complex operational issues from all levels of clients and all levels of bank personnel for all City National Bank branches and departments, handling up to 12 different skills in a high-volume, fast-paced telephone and technical environment.

Provide 1st tier technical and navigational assistance for CNB's online personal products and services to external/internal clients, managing client conversations with a focus on quality and independently analyzing and resolving complex operational problems on clients' accounts.

Independently handle issues for deposits, savings, loan, credit cards, ATM/check cards, CDs, IRAs, and wire transfers, processing transactions requests such as credit card and loan payments, address change requests, and forwarding maintenance requests to other back-office teams for review and processing.

Review online manuals to ensure adherence to policy and procedures, remaining updated on Bank policies and procedures, new products and services, regulatory compliance, and fee changes.

Resolve clients' complaints and diffuse unsatisfied clients, providing guidance on issues requiring immediate attention, including complaints, forgeries, lost/stolen cards or checks or passwords/user IDs, processing issues, online/mobile or Apple Pay and Android Pay enrollment, account inquiries, product and services suggestions, etc.

Inform Client Care Leads and Client Contact Center Management of potential problem situations and issues requiring escalation, escalating issues to Client Care Lead, Client Contact Center Management, and Relationship Manager, as necessary.

Process telephone transfers in the system within assigned limits and processing authority, educating clients regarding Transfer Approval Form and VRU setups to expedite the processing of telephone transfers.

Manage service cases for client issues they are working on, knowledge of and ability to effectively use soft phone technology to answer client calls from our ACD.

Assist Client Contact Center Management in meeting service levels by monitoring calls in queue and remaining available on the phone throughout the day, supporting Marketing Department campaigns to existing and prospective clients regarding written and email communications.

Utilize available marketing sales tools, such as the Communication Calendar and/or Salesforce, to determine offer and connect any new business prospect or existing client with the appropriate Relationship Manager.

Authorize service charge reversals due to bank error or approved by an RM, within established limits based on analysis of request and use of sound decision making.

Assist in screening calls for Executive Management and connecting callers appropriately following our executive warm transfer procedures.

Comply fully with all Bank Operations and Credit policies and procedures as well as all regulatory requirements (e.g. Bank Secrecy Act, Know Your Client, Community Reinvestment Act, Fair Lending Practices, Code of Conduct, etc.).

Complete other related work as assigned.

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