City National Bank Job - 43429960 | CareerArc
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Company: City National Bank
Location: El Segundo, CA
Career Level: Entry Level
Industries: Banking, Insurance, Financial Services

Description

MANAGER CLIENT CONTACT SUPPORT AGILLINK

WHAT IS THE OPPORTUNITY?
Responsible for the day to day supervision of the AgilLink Client Contact Center which responds to technical support issues from clients who use AgilLink, our SaaS accounting/bill pay platform, as well as some clients using our legacy on-premises accounting/imaging or hosted ASP solutions. Ensures quality customer service, proper workflow and adherence to policies and procedures; uses sound judgment and analysis to resolve a broad range of operational and technical support issues. Analyzes and resolves problems of a complex nature. Position requires a data driven approach, staff motivation and mentoring, professional skill development of team members, researching customer escalations, and ensuring Service Level Objective (SLO) and Service Level Agreement (SLA) thresholds of support are met.

Treasury Management Solutions Division
As a member of City National's Treasury Management Solutions group, you will make a difference by delivering integrated technology solutions to help clients more efficiently manage their businesses and working capital. This group drives and supports the bank's cash management products and services that won City National four of its 11 Greenwich Excellence Awards in 2018.

WHAT WILL YOU DO?

  • Oversee the execution of the client services strategic objectives.
  • Sets standards and guidelines for all interactions with customers.
  • Responsible for escalating the final "unresolvable" severe tickets (e.g. executes tier 3 support)
  • Manage, staff, develop, and align resources for the call center, ensuring SLO and SLA requirements are met.
  • Oversee needed enhancements to contact center technology application (e.g., Salesforce, Bomgar/BeyondTrust, Avaya, NICE) to drive productivity and improve overall client experience with the contact center and case management.
  • Collaborate with AgilLink Product Management and Development teams and 3rd parties (e.g., CNB Treasury Management, EASILink/Banking API team, EcoSystem Partners) to triage and resolve defects and to ensure maximum departmental effectiveness.
  • Provide employee leadership through performance coaching, mentorship, identifying and ensuring obtainment of training and educational objectives, career and goal planning, performance reviews and addressing of employee issues
  • Evaluate existing call center processes and redesign implementing best practices and continuous improvements, in terms of efficiency of support processes, customer satisfaction, metrics, goal standards, and application of tools for monitoring, management, and optimization
  • Lead by example in demonstrating our organizational values. Utilize methods and implement activities which promote a positive team culture ensure that work is accomplished in keeping with our values
  • Manage to SLO and SLA targets, utilizing a data driven approach to proactively identify and address risks and potential roadblocks to success
  • Proactively build relationships and engage across the organization to increase understanding of customer needs, product functionality, and organizational capabilities and drive the issue resolution process and customer success outcomes.
  • Oversee all team calendar/schedules, performance reporting, policies and procedures, and in general guides the day-to-day logistics of the support desk.
  • Engage with customers on a regular basis to ensure receipt of excellent service and facilitate issue resolution for escalated issues, engaging necessary technical support and ensuring appropriate follow-up.
  • Implement, maintain, and report KPI's and metrics to executives, including statistical analysis and improvement action plans


WHAT DO YOU NEED TO SUCCEED

Must-Have*

  • Minimum 7 years of experience in a Call Center environment
  • Minimum 3 years of management experience in a technical support environment
  • Minimum 3 years enterprise level software/applications issue resolution and best practice customer support


Skills and Knowledge

  • Strong leadership skills with ability to coach and motivate staff to achieve exceptional results
  • Understanding of call/support center best practices, standard performance benchmarks, workflows
  • Must be technically minded with ability to rapidly learn and understand the interworking's of various complex software applications
  • Demonstrated ability to create a positive work environment in which employees feel successful and culture of collaboration and innovation is evident
  • Excellent analytical and problem solving skills, combined with the ability to provide quick resolution to problems
  • Strong analytical mindset with ability to effectively utilize data to identify trends, issues, and successes, quickly formulate actionable recommendations and follow through with implementation of approved solutions
  • Willingness and ability to effectively respond to changes in business needs or organization changes while still maintaining focus and a deliberate and strategic approach
  • Strong verbal and written communication skills and excellent interpersonal skills a must
  • Experience setting, evaluating and utilizing metrics to set goals and drive performance
  • Experience with Salesforce preferred
Compensation Starting base salary: $100,011 - $125,980 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.

*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.

Positions based in New York City: In order to work on-site at City National Bank in New York City, you must be fully vaccinated against COVID-19, per city requirements. Shortly after your start date, you will be required to attest to your vaccination status and will be required to provide proof of vaccination.
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled


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