City National Bank · 17 hours ago
Client Care Specialist
Phoenix, AZ
Full-time
Onsite
Mid Level
$22.27/hr - $33.43/hr
3+ years expCity National Bank is a financial institution founded in 1954, dedicated to helping clients, colleagues, and communities flourish. They are seeking a Client Care Specialist responsible for handling complex operational issues and delivering exceptional client service across various banking products and services.
BankingFinanceFinancial Services
Responsibilities
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
Qualification
Required
Minimum 1 years of Contact Center Experience
Minimum 2 years of Banking Experience
Preferred
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
Benefits
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
Company
City National Bank
City National Bank offers a full complement of banking, trust and investment services. It is a sub-organization of City National.
1001-5000 employees
H1B Sponsorship
City National Bank has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (76)
2024 (78)
2023 (145)
2022 (93)
2021 (107)
2020 (62)
Funding
Current Stage
Public CompanyTotal Funding
unknown1978-01-13IPO
Leadership Team
Howard Hammond
CEO City National Bank
Fiyaz Khan
Senior Vice President, Structured Products
Recent News
UPSTATE BUSINESS JOURNAL
2025-12-18
Venture Capital Firms
2025-11-08
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