Specialist Client Care Lead Job Listing at City National Bank in Los Angeles, CA (Job ID 11409)

Description

SPECIALIST CLIENT CARE LEAD
WHAT IS THE OPPORTUNITY? In addition to performing all functions of a Senior Specialist, the Lead position is responsible for answering "agent assist" lines for operations, credit cards, loans, and technical support to provide basic guidance to all levels of Client Care Specialists. Assist Client Care Managers in overseeing the daily responsibilities within the Client Contact Center in a non-supervisory capacity. Interpret and explain procedures to Client Care Specialists, and answers a variety of questions related to department processes. Investigate and resolve escalated or difficult client service complaints or calls from new or less experienced Client Care Specialists. Leads in the effort to generate new and innovative solutions to complex issues or raise awareness of client impacting servicing issues. Provide technical support assistance to Client Care Specialists to identify resolution of error messages. Escalate more complex technical support issues to Technical Support Officers. Mentor and train new Client Care Specialists; train and coach Client Care Specialists to increase knowledge and enhance productivity. Anticipate patterns and trends; look beyond the immediate problem to the wider implications. Assist Client Care Managers with monitoring the call flow, status of Client Care Specialists on the phone, and internal workflow on a continual basis. May assist in conducting call monitoring to ensure quality of service provided and feedback to management regarding service quality, job knowledge and performance. Identify suspicious calls or situations requiring escalation and follows established procedures to ensure clients' personal and account information is safe and secure.
WHAT WILL YOU DO?

• Performs all functions of a Client Care Specialist Senior in a multi-channel environment. Responds to and handles a broad range of complex operational and technical support issues from Crystal, Gold, Silver, Bronze and Cornerstone level clients, Client Care Specialists and all levels of bank personnel for all City National Bank branches/departments including Entertainment ELITE clients in a high volume, fast-paced telephone environment.
• Manages client conversations. Satisfies the needs of the client while controlling the length of the call. Maintains favorable client relations by handling requests in a tactful and professional manner reflecting positively on City National Bank. Independently handles issues for deposits, savings, loans, credit cards, ATM/Check cards, CDs, IRAs and wire transfers.
• Handles technical support for CNB's online products and services. Resolves clients' complaints and diffuses unsatisfied clients.
• Supports Marketing Department campaigns to existing and prospective clients regarding written and email communication. Remains updated on Bank policies and procedures, new products and services, and fee changes. Supports the banks New Business Referral program by connecting prospects to the appropriate Sales Officer using Salesforce.
• Assists in answering four “agent assist” lines for operations, credit cards, loans, and technical support, to provide guidance to Client Care Specialists. Interprets and explains procedures to Client Care Specialists, and answers a variety of questions related to department processes. Investigates and resolves escalated or difficult client service complaints calls from new or less experienced Client Care Specialists.
• Generates new and innovative solutions to complex issues. Anticipates patterns and trends; looks beyond the immediate problem to the wider implications. Assists in screening calls for Executive Management. Independently analyzes and resolves complex operational problems on clients' accounts. Escalates issues to Client Contact Center Management and Relationship Manager, as necessary.
• Assists Client Care Managers in overseeing the daily responsibilities within the Client Contact Center in a non-supervisory capacity. Assists Client Care Managers with monitoring the call flow, status of Client Care Specialists, and internal workflow on a continual basis, utilizing the CARES Client software. Assists in conducting regulatory meetings as assigned
• Mentors and trains new Client Care Specialists. Trains and coaches Client Care Specialists to increase knowledge and enhance productivity; evaluates their performance and reports those findings to Client Care Managers. Assists in providing guidance to Contact Center Assistants, and monitors the workflow of faxed telephone transfers and stop payments on a continual basis.
• Reviews and processes pre-approved telephone transfers in CNtricity within assigned limits. Educates CNtricity remote users regarding Transfer Approval form and VRU setups to expedite the processing of telephone transfers. Reviews quality control reports to ensure adherence to policy and procedures.
• Performs next day callback of stop payments and assists with quality review of telephone transfers. Assists in handling complex check re-orders. Monitors the sales referral tracking system (Salesforce) to obtain statistical data and status of referrals entered by Client Care Specialists.
• Provides technical support assistance to Client Care Specialists to identify resolution of error messages. Escalates more complex technical support issues to Technical Support Officers. Coordinates e-mail responses to queries received from the bank's Web site. Responds directly or refers to a specialized area for resolution. Utilizes excellent written communication skills and proper judgment in preparing responses and internal routing requests, when needed.
• May assist in testing our VRU, ACD or workflow application upgrades or releases to ensure proper functioning of technology before releasing into Production environment.
• 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
• Minimum 4 years Call Center experience
• Minimum 4 years Banking work experience in customer service

Additional Qualifications

• 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, Android 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. 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 computer skills, knowledge of MAC a plus.
• Excellent written/verbal communication skills required
• Excellent interpersonal skills. Ability to remain calm and composed when dealing with challenging and highly charged situations.
• Strong organizational 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.
• Ability to identify unusual issues or situations requiring potential escalation to a Client Care Manager or Client Contact Center Manager for assistance and potential exception handling based on the client or the situation.

WHAT'S IN IT FOR YOU? Compensation Starting base salary: $25.93 - $41.43 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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