Client Care Specialist

The Client Support department consists of of two primary operating units: Call Center, Banking Center Support (5410), Cash Services, and Total Bank (Online only). Each unit has defined operational responsibilities that are performed in accordance with the Bank's established policies and procedures.

The Client Support Specialist is responsible for providing service and operational support to internal and external clients through inbound and outbound calls. Tasks involve operational, procedural, and application-related matters and are performed in alignment with departmental guidelines.

This is a task-driven position that requires adaptability, attention to detail, and the ability to perform repetitive and time-sensitive duties in a fast-paced environment. Some independent judgment may be applied within a clearly defined scope of responsibility, and work is performed under supervision and according to standard procedures.

The role includes cross-training across the operational units within the Client Support department to promote flexibility and ensure consistent support coverage.

Principal Duties & Responsibilities:

Answers inbound and places outbound calls, taking appropriate action on each interaction, including addressing client questions, concerns, or issues related to products and services.

• Delivers consistent client service and support via telephone, email, or in person, with a focus on client satisfaction.

• Provides accurate responses by adhering to established policies, procedures, and regulatory requirements.

• Maintains adherence to quality assurance standards and participates in quality monitoring sessions as required.

• Offers detailed and accurate information about the bank's products, services, policies, and procedures.

• Identifies call trends or potentially suspicious activity and promptly notifies management and/or the Fraud Investigations Unit.

• Maintains working knowledge of digital banking applications, branch systems, and basic branch balancing processes.

• Meets performance targets, including key performance indicators (e.g., average handling time, first call resolution).

• Distinguishes between user error and technical issues; escalates concerns to management, system administrators, or Technical Services when appropriate.

• Ensures compliance with operational, regulatory, and security policies and procedures.

• Communicates effectively with other departments, supporting teamwork and accurate information sharing.

• Follows department scheduling guidelines; reports attendance or schedule discrepancies to the Supervisor in a timely manner.

• Provides policy and procedure guidance related to trusts, guardianships, estates, court orders, and powers of attorney; escalates inquiries beyond procedural scope to the Supervisor.

• Opens case tickets in Elevate and routes requests to appropriate departments as needed.

• Maintains proficiency in digital banking functions (e.g., Zelle, wires, etc.).

• Completes assigned special tasks or projects as requested.

• Stays current on, and adheres to, all bank and departmental policies and procedures.

• 2 years of experience in client support, customer service, or operations
• Prior experience working in banking, bank operations, or a highly regulated industry is preferred but not required.

• Good verbal and written communication skills.

• Maintains a professional attitude and provides courteous customer service.

• Self-motivated and able to follow instructions.

• Basic knowledge of branch and digital banking software applications.

• Able to exercise sound judgment within clearly defined limits.

• Communicates effectively with team members and clients at various levels.

• Basic understanding of federal regulations related to AML, BSA, and OFAC.

• Keeps updated on regulatory changes relevant to the role.

• Able to work under pressure in a high call volume environment while maintaining service quality.

• Proficient with Microsoft Word, Outlook, and Excel.

• Follows oral and written instructions accurately.

• Adapts to changing situations and maintains a positive approach.

• Works effectively in a fast-paced setting and manages time well.

• Pays close attention to detail to ensure accuracy in all tasks.

• High School Diploma or GED equivalent.
• An equivalent combination of education and/or relevant professional experience may be considered in lieu of a degree.

• Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
• Please view Equal Employment Opportunity Posters 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.