Lead Customer Service Specialist
2 weeks ago
**Position Overview**
As a key member of the Treasury Management Services team, the **Service Representative Lead** plays a crucial role in delivering exceptional customer service. This position acts as the primary point of contact for clients, ensuring their inquiries are addressed promptly and effectively.
**Key Responsibilities**
- Serve as the main liaison between clients and various departments within the bank, facilitating smooth communication and resolution of issues.
- Manage client relationships by providing permanent solutions to inquiries, assessing the root causes of issues, and recommending additional products and services.
- Provide consultative support to Operations and Product Management to enhance problem resolution and prevention strategies.
- Conduct operational and administrative tasks with minimal supervision, ensuring adherence to established protocols.
- Stay informed about new products and changes to existing services to provide clients with up-to-date information.
**Client Interaction**
In this role, you will be responsible for:
- Researching and resolving client inquiries, utilizing discretion and judgment to assess their current and future needs.
- Ensuring high levels of client satisfaction through effective communication and follow-up.
- Coordinating with clients, account officers, and relevant departments to ensure comprehensive service delivery.
**Reporting and Analysis**
Prepare detailed monthly and quarterly reports using various software tools, including spreadsheets and databases, to track performance and identify areas for improvement.
**Qualifications**
**Essential Requirements**
- A minimum of 5 years of experience in a customer service operations role within a financial institution.
- At least 2 years of experience in a supervisory or leadership capacity.
- Proficiency in MS Office applications.
**Skills and Competencies**
- Strong analytical and organizational skills with a focus on problem-solving.
- Excellent verbal and written communication abilities.
- Proficient in database and spreadsheet management.
- Demonstrated leadership and interpersonal skills.
- Knowledge of banking operations and procedures is preferred.
**Commitment to Diversity**
City National Bank is dedicated to fostering an inclusive workplace that values diversity. We are an equal opportunity employer and encourage all qualified candidates to apply.
**About City National Bank**
Founded on the principle that business is personal, City National Bank has a long-standing commitment to supporting our clients and communities. As a subsidiary of the Royal Bank of Canada, we continue to thrive by building strong relationships and delivering exceptional service.
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