Lead Customer Service Specialist

2 weeks ago


Los Angeles, California, United States City National Corporation Full time

**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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