CNB Support department comprises of 4 operating units - Call Center, Banking Center Support/5410, Transaction Support and Total Direct Bank Support. 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 during inbound and outbound calls relative to operational, procedural and application related tasks. This position requires the exercise of discretion and independent judgment, within the scope of the individual's authority, with respect to matters of significance to the Bank. In addition, the role requires that employee cross train across the operating units.

Principal Duties & Responsibilities:

Responsible for answering incoming calls & making outbound calls while taking appropriate action on each call.
• 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.
• Provides the maximum level of quality and timeliness of work to achieve Service Levels.
• Identifies incoming calls for trends, or of a suspicious nature and notifies management and/or Fraud Investigations Unit.
• Serves as branch banking automation expert.
• Handle 2nd level inquiries or issues for digital banking applications or overall bank products & services.
• Reviews requests received from CSAs or other LOBs, such as Wires, Internal Transfers, Stop Pays, Check Orders etc. and ensures accuracy before processing or reassigning the ticket to Wire Verification.
• Minimize the error ratio.
• Provide approval for TMS Internal Transfers.
• Identifies the difference between user error or true technical issues including outages.
• Escalates to management, system administrator 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.
• Adheres to department's guidelines including work schedule. Reports any discrepancies to Supervisor in a timely manner.
• Makes recommendations to Policy & Procedure Specialist for updates/revisions.
• Provides P&P guidance on trusts, guardianships, estates, court orders, and power of attorney.
• Escalates inquiries outside of P&P scope to management or legal when necessary.
• Serves as liaison between the branches and legal counsel.Opens tickets with CIS for all account changes (such as change of address, setting up external transfers, general maintenance).
• Actively participates in the On-Boarding of new clients by opening accounts for TotalDirectBank (TDB) clients.
• Serves as the client's primary service & support contact. Maintain thorough knowledge of TotalDirectBank (TDB) products and services.
• Ensures all applications are thoroughly reviewed, new accounts opened and funded within the SLA outlined by department. Proactively contacts client to resolve issues with application, including Requests for Information (RFI's) for BSA.
• Responsible for closing TDB accounts upon written request from client within the bank's policy and procedures
• Coordinates with AML/BSA team for application approval prior to account opening for TDB accounts.
• Provides feedback to Management including Digital Channels on matter related to TDB website, issues with vendors (Plaid or Prelim) or general feedback from clients Online Banking issues etc.
• Works with Reconciliation team to ensure TDB general ledgers for Certificate of Deposit & Money Market accounts are cleared once entries are processed to open new accounts or close accounts.
• Performs special tasks/projects as requested.
• Remains current and adheres to all bank and department policies and procedures.

• 5-7 years working in banking or bank operations or a highly regulated industry.
• Must have excellent verbal and written communication skills.
• Bilingual - English & Spanish (written and oral) preferred.
• High level of professionalism
• 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.
• 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.

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

• 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.