Client Care Pro II: Expert Banking Support & Online Help

City National Bank; Phoenix (AZ); On-site; USD 30,000 - 45,000; Full time

Benefits offered by this job

Healthcare benefits

401(k) plan

Tuition reimbursement

Career development

Paid time off

Volunteer time

Upskilling resources

Job summary

City National Bank is seeking a Client Services Professional II in Phoenix, AZ. You will respond to and resolve a broad range of complex operational issues for CNB clients and colleagues, delivering exceptional service and ensuring secure handling of sensitive information.

You will assist with deposits, loans, cards, online banking, and transfers, providing first-tier technical support and guidance, while escalating when necessary to maintain service levels and customer satisfaction.

Qualifications

• Bachelor's Degree or equivalent.
• Minimum 1 year of Contact Center Experience.
• Minimum 2 years of Banking Experience.

Responsibilities

• Responds to and handles a broad range of complex operational issues from all levels of clients and bank personnel.
• Provides 1st tier technical and navigational assistance for CNB’s online personal products and services to clients.
• Manages client conversations with a focus on quality and independently analyzes and resolves complex account problems.
• Processes transaction requests such as credit card and loan payments, address changes, and forwards maintenance requests to back-office teams.
• Reviews online manuals to ensure adherence to policy and procedures and remains updated on policies and new products.
• Resolves client complaints and diffuses unsatisfied clients, escalating when needed.
• Assists in monitoring calls to meet service levels and supports marketing campaigns.

Skills

Standard tasks

Elite

CNO

Technical Support

Credit Cards

Crystal Infinite Cards

Apple Pay

Fraud Support

Loans

Marketing

Online Application Support

Spanish

Education

Bachelor's Degree or equivalent

Tools

ACD

VRU

Softphones

Job description

City National Bank is seeking a Client Services Professional II in Phoenix, AZ. You will respond to and resolve a broad range of complex operational issues for CNB clients and colleagues, delivering exceptional service and ensuring secure handling of sensitive information.

You will assist with deposits, loans, cards, online banking, and transfers, providing first-tier technical support and guidance, while escalating when necessary to maintain service levels and customer satisfaction.