Customer Care Center Specialist

Job Description

Job Description

About the Role

Provides personal and helpful service to customers by phone, helping resolve account questions, service requests, and issues involving debit cards, online and mobile banking, telephone banking, and other bank services. Researches customer concerns, completes appropriate account maintenance, and identifies opportunities to connect customers with additional products, services, and areas of the Bank. 

What You'll Do

• Answer inbound customer calls and provide personal and helpful service. 
• Research and resolve routine and more complex customer questions and service issues. 
• Verify customer identity using established security procedures. 
• Complete appropriate account and customer maintenance using bank systems. 
• Assist customers with online and mobile banking, debit cards, telephone banking, online account opening, and other supported services. 
• Gather and document information needed for resolution, tracking, and audit purposes. 
• Recognize potential fraud, unusual activity, service trends, or recurring issues and report them appropriately. 
• Identify customer needs and make appropriate referrals to other products, services, departments, and business partners. 
• Consult with management when customer complaints, bank errors, or other situations require escalation. 
• Maintain current knowledge of bank products, services, systems, policies, and procedures. 
• Follow applicable regulatory, audit, compliance, and security requirements. 

What You'll Bring

• High school diploma or equivalent. 
• Customer service experience; call center experience preferred. 
• Banking or financial services experience preferred. 
• Strong communication and listening skills. 
• Good problem-solving skills and attention to detail. 
• Ability to learn and work effectively across multiple banking systems. 
• Ability to work a flexible schedule, including evenings and Saturdays. 
• Bilingual English/Spanish skills are a plus. 

How You'll Succeed

• Consistently deliver personal and helpful service to customers. 
• Listen carefully, ask good questions, and take ownership of customer issues. 
• Resolve as much as you reasonably can during the customer's interaction rather than simply passing the issue along. 
• Be a proactive learner—take initiative to build your knowledge, skills, and confidence. 
• Stay accurate and attentive while moving efficiently between customers and systems. 
• Recognize when something doesn't look right and know when to ask for help or escalate. 
• Follow through and make appropriate referrals when another area of the Bank can better meet a customer's needs. 

Work Environment

• Office-based customer service role with significant telephone and computer use. 
• Work involves frequent customer interactions and use of multiple banking systems. 
• Flexible scheduling may include evenings and Saturdays. 
• Accommodations are available to support individual needs. 

Why We Think You'll Like It Here

• Healthy culture 
• Opportunities for professional growth 
• Community-focused 

About City

City National Bank is nationally recognized for customer service and financial performance, with a focus on supporting its local communities. 

City National Bank is an Equal Opportunity Employer.