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Client Services Specialist
2 months ago
WHAT IS THE OPPORTUNITY?
This role serves as the primary point of contact for customer service and training related to Treasury Management Services. You will act as a bridge between clients and various departments within the Bank, independently addressing client inquiries and resolving issues. Your focus will be on nurturing customer relationships by ensuring permanent solutions to problems, which involves identifying the root causes and suggesting additional products or services. You will also provide consultative insights to Operations and Product Management for effective problem resolution or prevention. This position requires performing operational and administrative tasks with minimal supervision while staying updated on new and existing products and services.
Key Responsibilities:
- Act as the main contact for clients and various departments in the investigation and resolution of inquiries and issues. Use discretion and judgment to assess client needs and discuss progress toward solutions, ensuring high levels of client satisfaction.
- Serve as a liaison between clients and other Bank departments to address issues and fulfill client requests.
- Coordinate with clients, account managers, and relevant departments to ensure proper service delivery, accurate documentation, and operational arrangements for assigned accounts.
- Prepare monthly and quarterly management reports using various software tools, including spreadsheets and databases, and complete additional analytical and research projects as assigned.
- Maintain a proactive commitment to established Bank initiatives, such as CustomerFirst, Community Reinvestment Act (CRA), and Equal Employment Opportunity.
- Facilitate and conduct virtual training sessions and workshops.
- Collaborate with subject matter experts to understand new product offerings and enhancements, ensuring training materials and methodologies are current and relevant for a seamless client experience.
Qualifications:
- At least 1 year of experience in customer service operations within a banking environment is required.
- A minimum of 1 year of direct client interaction is necessary.
- Proficiency in MS Office applications for at least 1 year is essential.
Skills and Knowledge:
- Strong analytical, organizational, and problem-solving abilities.
- Proficient PC skills, including spreadsheet and database management.
- Excellent verbal and written communication skills.
- Experience in Cash Management/Treasury Management is preferred.
- Background in a customer service call center or service center is advantageous.
- Demonstrated leadership and interpersonal skills.
- Ability to monitor call queues and manage pending work effectively.
- Strong understanding of banking operations and procedures.
Benefits and Perks: At City National, we are committed to providing the best benefits and perks for our colleagues. Explore our offerings for a comprehensive view.
INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT:
City National Bank is an equal opportunity employer dedicated to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by law.
