2 Client Care Specialist Jobs in Newark, DE
City National Bank is Hiring a Client Care Specialist Near Newark, DE
- 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 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.
- 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.
- 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 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.
- 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.
- 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.
- Must have the 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.
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 a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
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.'
Job Summary
Full Time
Banking
$64k-85k (estimate)
04/18/2024
04/15/2025
cnb.com
LOS ANGELES, CA
3,000 - 7,500
1968
KELLY COFFEY
$1B - $3B
Banking
Related Companies
About City National Bank
With $70.3 billion in assets, City National Bank provides banking, investment and trust services through locations in Southern California, the San Francisco Bay Area, Nevada, New York City, Nashville, Atlanta, Minneapolis, Washington, D.C. and Miami*. In addition, the company and its investment affiliates manage or administer $81.3 billion in client investment assets. City National is a subsidiary of Royal Bank of Canada (RBC), one of North Americas leading diversified financial services companies. RBC serves more than 17 million personal, business, public sector and institutional clients thro...ugh offices in Canada, the United States and 34 other countries. For more information about City National, visit the companys website at cnb.com. *City National Bank does business in Miami and the state of Florida as CN Bank. Copyright 2021 City National Bank, CNB Member FDIC | All Rights Reserved Equal Housing Lender | NMLSR ID# 536994
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The job skills required for Client Care Specialist include Client Service, Customer Service, Problem Solving, Products and Services, Integrity, Verbal Communication, etc. Having related job skills and expertise will give you an advantage when applying to be a Client Care Specialist. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Client Care Specialist. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Client Care Specialist positions, which can be used as a reference in future career path planning. As a Client Care Specialist, it can be promoted into senior positions as a Client Service Specialist IV that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Client Care Specialist. You can explore the career advancement for a Client Care Specialist below and select your interested title to get hiring information.
If you are interested in becoming a Client Care Specialist, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Client Care Specialist for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Client Care Specialist job description and responsibilities
A Client Services Specialist also assists Account Managers to ensure a high level of customer service.
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Perform other administrative duties as required to build business for clients.
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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Client Care Specialist jobs
Have a clear escalation pathway.
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Step 3: View the best colleges and universities for Client Care Specialist.
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