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Client Care Specialist
2 months ago
Job Summary
The Client Care Specialist is a critical role within City National Bank, responsible for delivering exceptional client service experiences aligned with our brand promise. This position requires a high level of technical and navigational assistance for our online personal products and services, as well as the ability to independently analyze and resolve complex operational problems on clients' accounts.
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, 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.
- 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, 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.
- Inform Client Care Leads and Client Contact Center Management of potential problem situations and issues requiring escalation.
- Process telephone transfers in the system within assigned limits and processing authority, educating clients regarding Transfer Approval Form and VRU setups.
- Manage service cases for client issues, utilizing 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, utilizing available marketing sales tools to determine offers and connect clients with Relationship Managers.
- 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.
Requirements
- 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 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 clients' expectations and needs.
