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.