CNB Support Specialist

Overview

CNB Support department comprises of 4 operating units – Call Center, Banking Center Support/5410, Cash Services and Total Bank (Online only). Each unit has defined operational responsibilities and functions that are performed within the guidelines of the bank's Policy and Procedures.

The CNB Support Specialist is responsible for providing exceptional service and support to both internal and external clients through inbound and outbound calls related to operational, procedural, and application tasks. This role requires adaptability, strong multitasking skills, and the ability to thrive in a fast-paced environment with minimal supervision. The role provides the opportunity to exercise independent judgment within your scope of authority and make a meaningful impact on our clients and the bank. Additionally, the role provides cross-training across various operational units to ensure flexibility and comprehensive support across the department.

Principal Duties & Responsibilities:

• Responsible for answering incoming calls & making outbound calls while taking appropriate action on each call (such asaddressing client’s questions, concern, or issues regarding products or services.
• Provides optimum client service, support and satisfaction via telephone, email or in-person.
• Provides accurate responses to clients by adhering to Policy and Procedures and regulatory requirements
• Adhere to quality assurance standards and participate in quality monitoring sessions.
• Offers detailed and accurate information about bank’s products, services, policies and procedures.
• Identifies incoming calls for trends, or of a suspicious nature and notifies management and/or Fraud Investigations Unit
• Have a thorough understanding of digital banking applications, branch systems as well as the flow of branch balancing.
• Achieves key performance indicators (KPIs) such as average handling times, first call resolution
• Identifies the difference between user error or true technical issues including outages. Escalates to management, systemadministrator or Technical Services so the appropriate steps are taken to resolve.
• Ensures compliance with the Bank’s operational, regulatory, and security policies and procedures
• Effectively communicates with other departments, fully understanding the importance of teamwork and communication.
• Adheres to department’s guidelines including work schedule. Reports any discrepancies to Supervisor in a timely manner.
• Provides P&P guidance on trusts, guardianships, estates, court orders, and power of attorney. Escalates inquires outside ofP&P scope to Supervisor, when necessary.
• Opens various case tickets in Elevate with applicable departments based upon requests from clients.
• Proficient knowledge of Digital Banking functions (Zelle, Wires etc.)
• Performs special tasks/projects as requested.
• Remains current and adheres to all bank and department policies and procedures.

Qualifications

• 2-4 years working in banking or bank operations or a highly regulated industry Required
• Must have excellent verbal and written communication skills.
• High level of professionalism and Customer Service
• Highly motivated self-starter
• In-depth knowledge of branch and digital banking software applications.
• Must have the ability to exercise independent judgement and discretion within the scope of authority.
• Ability to communicate well with others at all levels.
• Good understanding of federal regulations affecting AML, BSA, and OFAC.
• Remains current on all regulatory changes.
• Ability to work under pressure with high call volume and continue to deliver outstanding support.
• Be Proficient in Microsoft Word, Outlook and Excel.
• Ability to follow oral and written instructions.
• Ability to effectively deal with changing situations and maintain a positive attitude.
• Ability to adapt to a fast-paced environment and effective time management skills
• Must have great attention to detail

Education

• High School Diploma or GED equivalent Required
• Associate's Degree Preferred

Special Instructions to Candidates

• Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
• Please view Equal Employment Opportunity Posters provided by OFCCP here.
• The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
• Reasonable accommodation may be made to assist individuals with disabilities to complete the online application process. Please contact our Human Resources Department at 305-577-7680 or by e-mail at employment@citynational.com.