Client Servicing Specialist Senior-Funds Transfer - City National Bank
Los Angeles, CA 90071
About the Job
CLIENT SERVICING SPECIALIST SENIOR-FUNDS TRANSFER WHAT IS THE OPPORTUNITY? The Client Service Specialist is responsible for responding to and handling a broad range of complex wire transfer operational issues for all CNB internal and external clients, delivering an exceptional client service experience aligned with our City National Brand promise
Manage client conversations utilizing strong communication skills as well as product and operations knowledge
Independently analyze, resolve, process wire transfer transactions
Provides guidance to clients on issues requiring immediate attention
Informs management of potential problems and escalates issues accordingly
Provides feedback from clients to management regarding service quality, products, policy and procedures
Identifies 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 wire related issues from Crystal, Gold, Silver, Bronze and Cornerstone level clients and all levels of bank personnel for all City National Bank branches and departments with the right level of urgency
Manage a minimum of 4 different applications supporting the funds transfer process (IBS Insight, SQN, Money Transfer System, Esker) in a high volume, fast-paced telephone and technical environment
Provides advice and solutions to both internal and external clients related to wire transfer needs
Resolves client complaints and diffuses unsatisfied clients while maintaining a strong commitment to improving the client experience
Provides guidance on issues requiring immediate attention, including complaints, fraudulent wires, and various inquiries
Escalates issues to management and Relationship Manager, as necessary
Processes incoming and outgoing, domestic and international, US dollar and foreign currency wire transfer requests free of errors
Reviews online and department manuals to ensure adherence to policy and procedures
Remains updated on Bank policies and procedures, new products and services, regulatory compliance and fee changes
Assists Management in meeting service levels by monitoring calls in queue and remaining available on the phone throughout the day
Identifies trends and recommends to management process improvements including production issues negatively impacting clients
Escalates any suspicious wire requests to management for additional review
Maintains operational integrity and complies fully with all Bank Operations 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* H.S
Diploma Minimum 3 years of Client Service experience, Call Center experience a plus Minimum 3 years of financial transaction processing experience Skills and Knowledge Knowledge of banking operations including wire transfer
Exceptional communication skills (listening, problem-solving and decision-making)
Ability to manage difficult discussion with all level clients utilizing excellent problem solving and decision making-skills
Conducts conversations with a focus on high quality client service in a fast pace call center environment
Experience with call center environment technologies and numerous mobile and online banking applications/systems
Strong client service skills
Ability to remain calm and composed when dealing with challenging and highly charged situations
Comprehensive knowledge in Windows desktop operating systems
Must have the ability to function independently to research and resolve complex issues effectively Ability to multi-task in a high paced call center environment while solving problems and finding solutions to meet our clients’ expectations and needs Maintains a high level of professionalism Strong data entry skills Has a strong sense of urgency In addition, to the above knowledge of how wires are routed, especially internationally Compensation Starting base salary: $24.46 - $36.69 per hour
Exact compensation may vary based on skills, experience, and location
*To be considered for this position you must meet at least these basic qualifications 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
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
Get an inside look at our Benefits and Perks
INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT 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.' ABOUT CITY NATIONAL We start with a basic premise: Business is personal
Since day one we've always gone further than the competition to help our clients, colleagues and community flourish
City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues to drive phenomenal growth today
City National is a subsidiary of Royal Bank of Canada, one of North America’s leading diversified financial services companies.
Manage client conversations utilizing strong communication skills as well as product and operations knowledge
Independently analyze, resolve, process wire transfer transactions
Provides guidance to clients on issues requiring immediate attention
Informs management of potential problems and escalates issues accordingly
Provides feedback from clients to management regarding service quality, products, policy and procedures
Identifies 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 wire related issues from Crystal, Gold, Silver, Bronze and Cornerstone level clients and all levels of bank personnel for all City National Bank branches and departments with the right level of urgency
Manage a minimum of 4 different applications supporting the funds transfer process (IBS Insight, SQN, Money Transfer System, Esker) in a high volume, fast-paced telephone and technical environment
Provides advice and solutions to both internal and external clients related to wire transfer needs
Resolves client complaints and diffuses unsatisfied clients while maintaining a strong commitment to improving the client experience
Provides guidance on issues requiring immediate attention, including complaints, fraudulent wires, and various inquiries
Escalates issues to management and Relationship Manager, as necessary
Processes incoming and outgoing, domestic and international, US dollar and foreign currency wire transfer requests free of errors
Reviews online and department manuals to ensure adherence to policy and procedures
Remains updated on Bank policies and procedures, new products and services, regulatory compliance and fee changes
Assists Management in meeting service levels by monitoring calls in queue and remaining available on the phone throughout the day
Identifies trends and recommends to management process improvements including production issues negatively impacting clients
Escalates any suspicious wire requests to management for additional review
Maintains operational integrity and complies fully with all Bank Operations 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* H.S
Diploma Minimum 3 years of Client Service experience, Call Center experience a plus Minimum 3 years of financial transaction processing experience Skills and Knowledge Knowledge of banking operations including wire transfer
Exceptional communication skills (listening, problem-solving and decision-making)
Ability to manage difficult discussion with all level clients utilizing excellent problem solving and decision making-skills
Conducts conversations with a focus on high quality client service in a fast pace call center environment
Experience with call center environment technologies and numerous mobile and online banking applications/systems
Strong client service skills
Ability to remain calm and composed when dealing with challenging and highly charged situations
Comprehensive knowledge in Windows desktop operating systems
Must have the ability to function independently to research and resolve complex issues effectively Ability to multi-task in a high paced call center environment while solving problems and finding solutions to meet our clients’ expectations and needs Maintains a high level of professionalism Strong data entry skills Has a strong sense of urgency In addition, to the above knowledge of how wires are routed, especially internationally Compensation Starting base salary: $24.46 - $36.69 per hour
Exact compensation may vary based on skills, experience, and location
*To be considered for this position you must meet at least these basic qualifications 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
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
Get an inside look at our Benefits and Perks
INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT 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.' ABOUT CITY NATIONAL We start with a basic premise: Business is personal
Since day one we've always gone further than the competition to help our clients, colleagues and community flourish
City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues to drive phenomenal growth today
City National is a subsidiary of Royal Bank of Canada, one of North America’s leading diversified financial services companies.
Source : City National Bank