Client Care Specialist

Client Care Specialist CLIENT CARE SPECIALIST

WHAT IS THE OPPORTUNITY?

The Client Care Specialist is responsible for responding to and handling a broad range ofplex operational issues for all CNB client levels and all levels of bank colleagues, delivering an exceptional client service experience aligned with our City National Brand promise.

Manage client conversations with a focus on quality. Independently analyze and resolveplex operational problems on clients' accounts.

Independently handle issues for deposits, savings, loan, credit cards, ATM / check cards, CDs, IRAs and wire transfers and processes transactions requests as needed.

Provides 1st tier technical and navigational assistance for CNB's online personal products and services to external / internal clients Provide guidance to clients on issues requiring immediate attention.

Inform Client Contact Center Management of potential problem situations and issues requiring escalation. Provide feedback from clients to Client Contact Center Management regarding service quality, products, services, client impacting issues and fee concerns.

Review online manuals and Call Contact Center Reference Guide (CCRG) to ensure adherence to policy and procedures. Identify suspicious calls or situations requiring escalation and follows established procedures to ensure clients personal and account information is safe and secure.

What you will do

Responds to and handles a broad range ofplex operational issues from all levels of clients and all levels of bank personnel for all City National Bank branches and departments.

May handle up to 12 different skills (Standard, Elite, CNO, Technical Support, Credit Cards, Crystal Infinite Cards, Apple Pay, Fraud Support, Loans, Marketing, Online Application Support, and Spanish) in a high volume fast-paced telephone and technical environment.

• Provides 1st tier technical and navigational assistance for CNB's online personal products and services to external / internal clients.
• Manages client conversations with a focus on quality. Independently analyzes and resolvesplex operational problems on clients' accounts.

Independently handles issues for deposits, savings, loan, credit cards, ATM / check cards, CDs, IRAs and wire transfers.

• Processes 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.
• Reviews online manuals to ensure adherence to policy and procedures. Remains updated on Bank policies and procedures, new products and services, regulatorypliance and fee changes.
• Resolves clients'plaints and diffuses unsatisfied clients. Provides guidance to clients on issues requiring immediate attention, includingplaints, 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.

Informs Client Care Leads and Client Contact Center Management of potential problem situations and issues requiring escalation.

Escalates issues to Client Care Lead, Client Contact Center Management and Relationship Manager, as necessary.

Processes telephone transfers in the system within assigned limits and processing authority. Educates clients regarding Transfer Approval Form and VRU setups to expedite the processing of telephone transfers.

Manages 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.

• Assists Client Contact Center Management in meeting service levels by monitoring calls in queue and remaining available on the phone throughout the day.
• Supports Marketing Department campaigns to existing and prospective clients regarding written and emailmunications. Utilizes available marketing sales tools, such as themunication Calendar and / or Salesforce to determine offer and connects any new business prospect or existing client with the appropriate Relationship Manager.

Authorizes 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.

Assists in screening calls for Executive Management and connecting callers appropriately following our executive warm transfer procedures.

Must-Have*

• Minimum 1 years of Contact Center Experience
• Minimum 2 years of Banking Experience

Skills and Knowledge

• 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 andposed when dealing with challenging and highly charged situations.
• Excellent written / verbalmunication skills.
• Must have the ability to function independently to research and resolveplex 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 : $ - $ per hour. Exactpensation may vary based on skills, experience, and location. This job is eligible for bonus and / ormissions.

To be considered for this position you must meet at least these basic qualifications

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification.

It is not designed to contain or be interpreted as aprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Benefits and Perks

At City National, 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.

INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT

City National Bank is an equal opportunity employermitted 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.'

ABOUT CITY NATIONAL

We start with a basic premise : Business is personal. Since day one we've always gone further than thepetition to help our clients, colleagues andmunity flourish.

City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity,munity and unparalleled client relationships continues to drive phenomenal growth today.

City National is a subsidiary of Royal Bank of Canada, one of North America's leading diversified financial servicespanies. Job ID 8841