Client Services Professional II
for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to decide which sections to include based on content.
We have:
- About the role: maybe from "WHAT IS THE OPPORTUNITY?" which describes role. So we can have About the role
with paragraph(s) summarizing that.
- Responsibilities: from "WHAT WILL YOU DO?" list of duties. Use - .
- Requirements/Qualifications: from "WHAT DO YOU NEED TO SUCCEED?" includes Required Qualifications* and Additional Qualifications. Could combine into Requirements section. Could separate Qualifications and Skills? The instruction says we can use headings like Requirements, Qualifications, Skills. We need to include sections only when posting has real specific content. We have required qualifications (Bachelor's, 1 year contact center, 2 years banking). Additional qualifications list knowledge areas, skills. Could put them under Requirements (or Qualifications). Probably better to have
Requirements
with - for each bullet.
- Benefits: from "WHAT'S IN IT FOR YOU?" includes Compensation (pay) and Benefits and Perks. So we need Pay section if compensation stated. It says "Compensation Starting base salary: $22.27 - $33.43 per hour. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions." That's specific, so we include Pay section.
- Benefits section: list of benefits: Comprehensive healthcare..., 401(k) matching, Tuition reimbursement, Time Away, Specialized health..., Career Mobility, Colleague Resource Groups. So we include Benefits.
- Schedule: not mentioned, so omit.
- Skills: maybe we could extract skills from Additional Qualifications (strong customer service, ability to remain calm, excellent written/verbal communication, Windows desktop, MAC plus, ability to function independently, multi-task). Could create Skills section. But we already have Requirements covering qualifications; we could split: Requirements for education/experience, Skills for abilities. The instruction: "Prefer a few substantive sections over many thin ones." So maybe combine qualifications and skills into one Requirements section. But we have headings list includes Skills; we could still include Skills if we have content. However we risk thin sections. Let's decide: We'll have About the role, Responsibilities, Requirements (including qualifications and skills), Pay, Benefits. That's 5 sections.
We must not repeat job title as heading. No Job ID etc.
We must remove boilerplate: About Us, INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT, "Represents basic qualifications..." etc.
We must preserve all substantive information; do not invent or summarize away detail. So we need to keep the details exactly as given, but we can rephrase? The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." Means we should not omit details, but we can rephrase? Probably we should keep the substance but can rewrite in our own words as long as we keep all info. Safer to copy the sentences but maybe restructure into bullet points.
We need to output only HTML fragment, no /, no markdown fences.
Let's craft:
About the role
The Client Care Specialist (Client Services Professional II) responds to and handles a broad range of complex operational issues for all CNB client levels and bank colleagues, delivering exceptional client service aligned with the City National Brand promise. The role focuses on managing client conversations with quality, independently analyzing and resolving complex operational problems on client accounts, handling deposits, savings, loans, credit cards, ATM/check cards, CDs, IRAs, wire transfers, processing transaction requests, providing first‑tier technical and navigational assistance for CNB’s online personal products and services, guiding clients on urgent issues, informing management of potential problems, providing feedback on service quality and products, reviewing manuals and the Call Contact Center Reference Guide to ensure policy adherence, identifying suspicious activity, and following security procedures.
But we need to preserve all detail; maybe better to keep the original paragraph from "WHAT IS THE OPPORTUNITY?" almost verbatim. Let's copy that paragraph: "The Client Care Specialist is responsible for responding to and handling a broad range of complex operational issues for all CNB client levels and all levels of bank colleagues, delivering an exceptional client service experience aligned with our City National Brand promise. Manage client conversations with a focus on quality. Independently analyze and resolve complex operational problems on clients' accounts. Independently handle issues for deposits, savings, loan, credit cards, ATM/check cards, CDs, IRAs and wire transfers and processes transactions requests as needed. Provides 1st tier technical and navigational assistance for CNB's online personal products and services to external/internal clients Provide guidance to clients on issues requiring immediate attention. Inform Client Contact Center Management of potential problem situations and issues requiring escalation. Provide feedback from clients to Client Contact Center Management regarding service quality, products, services, client impacting issues and fee concerns. Review online manuals and Call Contact Center Reference Guide (CCRG) to ensure adherence to policy and procedures. Identify suspicious calls or situations requiring escalation and follows established procedures to ensure clients personal and account information is safe and secure."
We can keep that as ...
.
Now Responsibilities: from "WHAT WILL YOU DO?" It's a long paragraph with many duties. We should break into bullet list items each duty. Let's extract sentences:
- 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.
We'll put each as - .
Now Requirements: combine required qualifications and additional qualifications.
Required Qualifications*:
- Bachelor's Degree or equivalent
- Minimum 1 year of Contact Center experience
- Minimum 2 years of Banking experience
Additional Qualifications (knowledge/skills):
- 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.
We'll put these as
- under Requirements.
Now Pay: from "Compensation Starting base salary: $22.27 - $33.43 per hour. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions."
We'll put as
maybe.
Now Benefits: list from "Benefits and Perks Benefits At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues including: Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start dateGenerous 401(k) company matching contributionCareer Development through Tuition Reimbursement and other internal upskilling and training resourcesValued Time Away benefits including vacation, sick and volunteer timeSpecialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programsCareer Mobility support from a dedicated recruitment teamColleague Resource Groups to support networking and community engagement"
We need to split into bullet items.
Let's create bullet list:
- 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
Now ensure we didn't miss any substantive info: The "Get a more detailed look at our Benefits and Perks." is a link, we can drop as boilerplate? It's not substantive detail; it's a reference. We can drop.
"About Us" and "INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT" removed.
Now produce HTML.
We need to ensure proper nesting:
About the role
...
Responsibilities
...
Requirements
with- for each bullet.
- Benefits: from "WHAT'S IN IT FOR YOU?" includes Compensation (pay) and Benefits and Perks. So we need Pay section if compensation stated. It says "Compensation Starting base salary: $22.27 - $33.43 per hour. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions." That's specific, so we include Pay section.
- Benefits section: list of benefits: Comprehensive healthcare..., 401(k) matching, Tuition reimbursement, Time Away, Specialized health..., Career Mobility, Colleague Resource Groups. So we include Benefits.
- Schedule: not mentioned, so omit.
- Skills: maybe we could extract skills from Additional Qualifications (strong customer service, ability to remain calm, excellent written/verbal communication, Windows desktop, MAC plus, ability to function independently, multi-task). Could create Skills section. But we already have Requirements covering qualifications; we could split: Requirements for education/experience, Skills for abilities. The instruction: "Prefer a few substantive sections over many thin ones." So maybe combine qualifications and skills into one Requirements section. But we have headings list includes Skills; we could still include Skills if we have content. However we risk thin sections. Let's decide: We'll have About the role, Responsibilities, Requirements (including qualifications and skills), Pay, Benefits. That's 5 sections.
We must not repeat job title as heading. No Job ID etc.
We must remove boilerplate: About Us, INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT, "Represents basic qualifications..." etc.
We must preserve all substantive information; do not invent or summarize away detail. So we need to keep the details exactly as given, but we can rephrase? The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." Means we should not omit details, but we can rephrase? Probably we should keep the substance but can rewrite in our own words as long as we keep all info. Safer to copy the sentences but maybe restructure into bullet points.
We need to output only HTML fragment, no /, no markdown fences.
Let's craft:
About the role
The Client Care Specialist (Client Services Professional II) responds to and handles a broad range of complex operational issues for all CNB client levels and bank colleagues, delivering exceptional client service aligned with the City National Brand promise. The role focuses on managing client conversations with quality, independently analyzing and resolving complex operational problems on client accounts, handling deposits, savings, loans, credit cards, ATM/check cards, CDs, IRAs, wire transfers, processing transaction requests, providing first‑tier technical and navigational assistance for CNB’s online personal products and services, guiding clients on urgent issues, informing management of potential problems, providing feedback on service quality and products, reviewing manuals and the Call Contact Center Reference Guide to ensure policy adherence, identifying suspicious activity, and following security procedures.
But we need to preserve all detail; maybe better to keep the original paragraph from "WHAT IS THE OPPORTUNITY?" almost verbatim. Let's copy that paragraph: "The Client Care Specialist is responsible for responding to and handling a broad range of complex operational issues for all CNB client levels and all levels of bank colleagues, delivering an exceptional client service experience aligned with our City National Brand promise. Manage client conversations with a focus on quality. Independently analyze and resolve complex operational problems on clients' accounts. Independently handle issues for deposits, savings, loan, credit cards, ATM/check cards, CDs, IRAs and wire transfers and processes transactions requests as needed. Provides 1st tier technical and navigational assistance for CNB's online personal products and services to external/internal clients Provide guidance to clients on issues requiring immediate attention. Inform Client Contact Center Management of potential problem situations and issues requiring escalation. Provide feedback from clients to Client Contact Center Management regarding service quality, products, services, client impacting issues and fee concerns. Review online manuals and Call Contact Center Reference Guide (CCRG) to ensure adherence to policy and procedures. Identify suspicious calls or situations requiring escalation and follows established procedures to ensure clients personal and account information is safe and secure." We can keep that as...
. Now Responsibilities: from "WHAT WILL YOU DO?" It's a long paragraph with many duties. We should break into bullet list items each duty. Let's extract sentences: - 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. We'll put each as - . Now Requirements: combine required qualifications and additional qualifications. Required Qualifications*: - Bachelor's Degree or equivalent - Minimum 1 year of Contact Center experience - Minimum 2 years of Banking experience Additional Qualifications (knowledge/skills): - 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. We'll put these as
- under Requirements.
Now Pay: from "Compensation Starting base salary: $22.27 - $33.43 per hour. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions."
We'll put as
maybe. Now Benefits: list from "Benefits and Perks Benefits At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues including: Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start dateGenerous 401(k) company matching contributionCareer Development through Tuition Reimbursement and other internal upskilling and training resourcesValued Time Away benefits including vacation, sick and volunteer timeSpecialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programsCareer Mobility support from a dedicated recruitment teamColleague Resource Groups to support networking and community engagement" We need to split into bullet items. Let's create bullet list: - 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 Now ensure we didn't miss any substantive info: The "Get a more detailed look at our Benefits and Perks." is a link, we can drop as boilerplate? It's not substantive detail; it's a reference. We can drop. "About Us" and "INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT" removed. Now produce HTML. We need to ensure proper nesting:
About the role
...
Responsibilities
- ...