Client Care Senior Specialist Job Listing at City National Bank in Newark, DE (Job ID 11592)

Description

CLIENT CARE SENIOR SPECIALIST
WHAT IS THE OPPORTUNITY? The Client Care Senior Specialist is responsible for responding to and handling a broad range of complex 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. The Senior Specialist will also train new or less experienced Client Care Specialists and may assist Leads or Officers with statistical analysis and/or report reviews. Manage client conversations with a focus on quality. 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 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 Contact Center Reference Guide (CCRG) to ensure adherence to policy and procedures. Identify suspicious calls or situations requiring escalation and follow established procedures to ensure clients personal and account information is safe and secure.
WHAT WILL YOU DO?

• Responds to and handles a broad range of complex operational issues from Crystal, Gold, Silver, Bronze and Cornerstone level 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 resolves complex 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. Supports the banks New Business Referral program by connecting prospects to the appropriate Sales Officer using Salesforce.
• Resolves clients' complaints and diffuses unsatisfied clients. Remains calm and composed when dealing with challenging and highly charged situations.
• Provides 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. Informs Client Contact Center Management of potential problem situations. May provide assistance or guidance to Client Care Specialists, and escalates issues to Client Care Leads, Client Contact Center Management and Relationship Manager, as necessary.
• Processes telephone transfers in CNtricity within assigned limits and processing authority. Educates clients regarding Transfer Approval Form and VRU setups to expedite the processing of telephone transfers. Assists in processing faxed telephone transfers and stop payments on a continual basis. 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.
• 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 email communications. Utilizes available marketing sales tools, such as the Communication 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.
• Identify and troubleshoot end user problems and find solutions. Responds directly to e-mails received from various sources, including Online Banking, City National Online and the bank's website.
• Reviews online manuals to ensure adherence to policy and procedures. Remains updated on Bank policies and procedures, new products and services, and fee changes.
• Trains new or less experienced Client Care Specialists. May assist Leads or Officers with statistical analysis, report review, and ECM scripts sent by our FIS CBS & CNO support team.
• Assists in screening calls for Executive Management and connecting callers appropriately following our executive warm transfer procedures.
• Complies 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.
• Completes other related work as assigned.

WHAT DO YOU NEED TO SUCCEED?
Required Qualifications*

• Bachelor's Degree or equivalent Bachelor's Degree or equivalent
• Minimum 3 years of Contact Center experience
• Minimum 3 years of Banking work experience

Additional Qualifications

• Good understanding of client facing banking applications, such as online banking and mobile banking using PC's, smart phones and tablets
• Ability to effectively handle and provide 1st tier technical and navigational assistance for CNB's online personal products and services to external/internal clients
• Expert in ATM/Debit cards, credit cards and loans or has in-depth knowledge of technical support. Must be able to differentiate between technical and navigational issues.
• Comprehensive knowledge of all aspects 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. Familiar with 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 knowledge of customer service principles and practices.
• Comprehensive knowledge in Windows desktop operating systems and MAC a plus
• Knowledge of Banking compliance rules and regulations (i.e. GLBA Opt Out, Do Not Call/Mail, BSA, Reg E, Reg CC, UDAPP, etc.)
• Strong analytical skills required for identifying issues and finding solutions
• Excellent written/verbal communication skills
• 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.

WHAT'S IN IT FOR YOU? Compensation Starting base salary: $24.46 - $36.69 per hour. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.
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 including:

• Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date
• Generous 401(k) company matching contribution
• Career Development through Tuition Reimbursement and other internal upskilling and training resources
• Valued Time Away benefits including vacation, sick and volunteer time
• Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs
• Career Mobility support from a dedicated recruitment team
• Colleague Resource Groups to support networking and community engagement

Get a more detailed look at our Benefits and Perks.
ABOUT US Since day one we've always gone further than the competition to help our clients, colleagues and communities flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues today. City National is a subsidiary of Royal Bank of Canada, one of North America's leading diversified financial services companies. To learn more about City National and our dynamic company culture, visit us at About Us.
INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT City National Bank fosters an inclusive environment where all forms of diversity are valued and leveraged to make us a better company and employer. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status or other basis protected by law.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

*Represents basic qualifications for the position. To be considered for this position, you must at least meet the required qualifications. careers.cnb.com accepts applications on an ongoing basis, until filled.

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