ADDITIONAL QUALIFICATIONS

• 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 urgencyIn addition, to the above knowledge of how wires are routed, especially internationally

ABOUT US

Since day one we’ve always gone further than the competition to help our clients, colleagues and communities flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues today. City National is a subsidiary of Royal Bank of Canada, one of North America’s leading diversified financial services companies. To learn more about City National and our dynamic company culture, visit us at About Us.

• Responds to and handles 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 right 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.
• Provides advice and solutions to both internal and external clients related to wire transfer needs.
• Resolves client complaints and diffuses unsatisfied clients while maintaining a strong commitment to improving the client experience. Provides guidance on issues requiring immediate attention, including complaints, fraudulent wires, and various inquiries. Escalates issues to management and Relationship Manager, 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. Remains updated on Bank policies and procedures, new products and services, regulatory compliance and fee changes.
• Assists Management in meeting service levels by monitoring calls in queue and remaining available on the phone throughout the day.
• Identifies trends and recommends to management process improvements including production issues negatively impacting clients.
• Escalates any suspicious wire requests to management for additional review.
• Maintains operational integrity and complies 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.).Completes other related work as assigned.