Client Care Specialist
6 days ago
At City National Bank, we are seeking a highly skilled Client Care Specialist to join our team. As a Client Care Specialist, you will be responsible for providing exceptional client service and resolving complex operational issues for our clients.
Key Responsibilities:- Respond to and handle a broad range of complex operational issues from all levels of clients and bank personnel.
- Provide 1st tier technical and navigational assistance for CNB's online personal products and services to external/internal clients.
- Manage client conversations with a focus on quality and independently analyze and resolve complex operational problems on clients' accounts.
- Independently handle issues for deposits, savings, loan, credit cards, ATM/check cards, CDs, IRAs, and wire transfers.
- Process 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 and remain updated on Bank policies and procedures, new products and services, regulatory compliance, and fee changes.
- Resolve clients' complaints and diffuse unsatisfied clients.
- Provide guidance to clients 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.
- Escalate 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.
- Educate 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.
- Support 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.).
- Minimum 1 year of Contact Center Experience
- Minimum 2 years of Banking Experience
- Knowledge of banking operations including debit and credit cards, deposits, wire transfer, lost/stolen checks and cards, telephone transfers, stop payments, marketing support, new business referrals
- Knowledge of mobile and online banking, Apple Pay or digital wallets, smart phones, tablets, and remote deposit capture, and online bill payment
- Experience with Contact Center technologies including ACD, VRU, and softphones, as well as Contact Center applications/systems
- Strong customer service skills
- Ability to remain calm and composed when dealing with challenging and highly charged situations
- Excellent written/verbal communication skills
- Comprehensive knowledge in Windows desktop operating systems and MAC a plus
- Ability to function independently to research and resolve complex issues effectively
- Ability to multi-task in a high-paced Contact Center environment while solving problems and finding solutions to meet our clients' expectations and needs
Starting base salary: $33.43 per hour. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.
This job is eligible for bonus and/or commissions.
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