Client Care Specialist
Core
Respond to and resolve complex operational issues for City National Bank clients across all account types and service channels.
Role type
Client Care Specialist (Contact Center)
Builds
Exceptional client service experience aligned with the City National Brand promise
Domain
Banking / Financial Services
Deliverable
client delivery
Required skills
Contact center operations, banking operations, customer service, technical support, fraud detection, regulatory compliance, multi-tasking, softphone technology, call queue management
Preferred skills
Mobile and online banking knowledge, digital wallets (Apple Pay), Windows/MAC proficiency
Technologies
ACD, VRU, softphones, Salesforce, Communication Calendar
Responsibilities
Handle complex operational issues for deposits, savings, loans, credit cards, and wire transfers; provide 1st tier technical assistance for online products; process transaction requests; resolve client complaints; escalate issues to management; monitor call queues; support marketing campaigns; comply with regulatory requirements.
Seniority
Entry-level to Mid-level, hands-on IC