Manager, Client Care II

MANAGER, CLIENT CARE II

WHAT IS THE OPPORTUNITY?

Responsible for the day to day supervision of the bank's Client Contact Center which responds to a broad range of operational and technical support issues from clients of all banking offices/departments regarding deposit accounts, IRAs, incoming wire transfers, ATM/check cards, loans, credit cards, and technical support for online services. Ensures quality customer service, proper workflow and adherence to policies and procedures. Uses sound judgment and analysis to resolve a broad range of operational and technical support issues. Analyzes and resolves problems of a complex nature. Responsible for appropriate interpretation and implementation of all Bank policies and procedures.

What you will do

• Utilizes Automatic Call Distribution (ACD) system to monitor call flow and status of Specialists on a continuous basis. Utilizes real-time ACD reports to manage call volume fluctuations and adjust skill levels as necessary. Utilizes ACD historical reports to aid with call forecasting, staff scheduling, measure productivity, and adherence to service level agreements.

• Conducts call monitoring to ensure quality of service provided. Provides coaching and training to Specialists to enhance productivity and performance.

• Provides guidance to Client Care Specialists regarding issues requiring immediate attention, including complaints, difficult clients, colleague/client impersonations, forgeries, etc.

• Resolves clients' complaints, and escalates to Client Contact Center Manager, management at banking office/department, or Regional Operations, as necessary. Notifies relationship manager regarding potential problem situations, as necessary.

• Provides guidance to Specialists handling technical support calls for online banking products. Works continually with Digital Channels regarding new online products, services, and updates to existing products. Resets and enables passwords for online banking products. Contacts data processing vendor regarding online bill payment issues, site issues, and error messages.

• Supports Marketing department campaigns regarding written and email communications distributed to existing and prospective clients.

• Remains updated on Bank policies and procedures, new products and services, and fee changes. Provides written procedures to update Client Care Specialists to ensure accurate information provided to clients. Suggests updates to procedures in the Call Center Reference Guide.

• Screens callers requesting to speak to Executive Management.

• Responds to escalated inquiries from all levels of CNB colleagues regarding colleague accounts.

• Uses assigned limits to approve telephone transfer exceptions for "unassigned" accounts. Reviews pre-approved telephone transfers in "CNtricity" that require supervisor review. Educates relationship officers regarding use of Transfer Approval (TTA) form and VRU set ups to expedite processing of telephone transfers.

• Initiates VRU set ups as requested by clients or relationship managers; process VRU PIN resets for all banking offices/departments.

• Reviews requests for ATM/debit card increases for Visa, Point-of-Sale, or ATM cash withdrawal limits on an exception basis. Processes increases following established limit guidelines. Resets rejected transactions and pin fails. Submits requests for replacement cards and maintenance requests to ATM & Check Card Operations.

• Approves credit card payments and forwards for processing. Contacts Credit Card Operations to process immediate payments for Elite Entertainment clients. Submits maintenance requests to Credit Card Operations for processing, including closing credit cards, ordering replacement cards, reversing fees, setting clients up on auto pay, and correcting mis-posted payments,

• Approves loan payments and forwards for processing. Submits maintenance requests to City Loan Center for processing, including reversing fees, setting clients up on auto pay, following up on loan payoff requests, and correcting mis-posted payments.

• Approves warranted fee reversals and forwards for processing.

• Researches and forwards potential suspicious activity to Corporate Security, and files UTRs, if necessary. Utilizes Pin Drop fraud detection system to locate and review calls involving potential fraudulent activity. Contacts Relationship Officers or business units to determine if caller is authorized.

• Oversees handling of after-hour Sales Management scripts submitted by FIS when assisting CNB clients outside of CNB business hours. Completes FIS Customer Care Call Review Request to FIS to obtain detailed information of call, if necessary.

• Review, approve and submit requests to reactivate inactive and dormant accounts to Compliance Support.

• Processes online dollar transactions on IBS Insight to correct telephone transfers caused by bank error. Reverses and reprocesses telephone transfers which are backdated to a date within current statement cycle and reflect correctly on clients' statement.

• Oversees email responses to queries received from the CNB web site. Escalates email issues, as necessary, to appropriate business units. Informs Client Contact Center Manager, Relationship Managers, and other bank areas such as Digital Channels, Marketing, and Legal as necessary.

• Monitors new business leads/ referral programs for Client Contact Center, Personal & Business Banking, and Entertainment, for prospective client. Compiles sales referral data and performs follow-up of all referrals to measure results and provide reports for Executive Management.

• Conducts Client Contact Center certifications on a monthly, quarterly, semi-annual or annual basis. Maintains a proactive commitment to established Bank programs, such as CNB Privacy Policy, Bank Secrecy Act, and Know Your Customer.

• Completes corporate and non-corporate performance appraisals, performance counseling, recommends termination or other disciplinary action, as appropriate. Conducts interviews for open positions.

• Performs other duties as assigned or requested.

• Responsible and accountable for appropriate quality controls related to the financial products the bank provides, the service the bank delivers, the processes employed and the incentives with which the colleagues are awarded.

Must-Have*

• Minimum 5 years of experience in customer service operations

• Minimum 3 years supervisory experience

• Minimum 6 years work experience in Banking operations

Skills and Knowledge

• Comprehensive knowledge of all aspects of banking operations.

• Thorough knowledge of CNB bank policies and procedures.

• Ability to interact effectively with all levels of Bank personnel and clients.

• Excellent verbal and written communication skills.

• Ability to analyze and interpret information to resolve problems.

• Good computer skills, including Word, Excel, Powerpoint, and Outlook.

• College degree preferred

Compensation

Starting base salary: $65,296 - $104,304 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.

*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.