Client Care Specialist

3 days ago


Newark, Delaware, United States City National Bank Full time
Job Title: Client Care Specialist

At City National Bank, we are seeking a highly skilled and customer-focused Client Care Specialist to join our team. As a Client Care Specialist, you will be responsible for providing exceptional service to our clients, responding to and resolving complex operational issues, and ensuring that our clients receive the highest level of service.

Key Responsibilities:
  • Respond to and resolve complex operational issues for clients
  • Provide exceptional service to clients, ensuring that their needs are met and exceeded
  • Work independently to analyze and resolve complex problems on clients' accounts
  • 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
  • Review online manuals to ensure adherence to policy and procedures
  • 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
  • Inform Client Care Leads and Client Contact Center Management of potential problem situations and issues requiring escalation
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 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
Compensation:

Starting base salary: $22.27 - $33.43 per hour. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.

At City National Bank, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues. Get an inside look at our Benefits and Perks here.

City National Bank is an equal opportunity employer committed 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.



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