Client Care Specialist - Newark, United States - City National Bank

City National Bank

Verified Company

Newark, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Overview:

CLIENT CARE SPECIALIST

WHAT IS THE OPPORTUNITY?

The Client Care 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.

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 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 of complex 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 fastpaced 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 backoffice 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, regulatory compliance and fee changes.
Resolves clients' complaints and diffuses unsatisfied clients. 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 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.
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.

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.
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.
Must have the ability to function independently to research and resolve complex is