CLIENT SERVICING SPECIALIST-FUNDS XFR
WHAT IS THE OPPORTUNITY?
The Client Service Specialist is responsible for responding to and handling a broad range of inquiries regarding complex wire transfer procedures and processes as well as providing status updates to 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, prioritize, and 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.
Banking and Investment Services Division
As a member of City National's Banking & Investment Services group, you will be part of the essential central operations and back-end hub for all of the bank's lines of business.
WHAT WILL YOU DO?

• Respond to and handle 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 appropriate 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.
• Provide advice and solutions to both internal and external clients related to wire transfer needs.
• Resolves client complaints and diffuse unsatisfied clients while maintaining a strong commitment to improving the client experience. Provide guidance on issues requiring immediate attention, including complaints, fraudulent wires, and various inquiries. Escalate issues to management and Relationship Managers, 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. Remain updated on Bank policies and procedures, new products and services, regulatory compliance and fee changes.
• Assist Management in meeting service levels by monitoring calls in queue and remaining available on the phone throughout the day.
• Identify trends and recommend process improvements to management regarding production issues negatively impacting clients.
• Escalate any suspicious wire requests to management for additional review.
• Maintain operational integrity and comply 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.).
• Complete other related work as assigned.

WHAT DO YOU NEED TO SUCCEED

Must-Have*

• H.S. Diploma
• Minimum 2 years of Client Service experience, call center experience a plus
• Minimum 2 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

*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.
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.
City National Bank requires all colleagues to be fully vaccinated against COVID-19 to work on-site at any of our locations.