Overview

(Temporary Assignment) 

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 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. Must be able to work in a fast-paced setting, multi-task and work under minimal supervision. In addition, the role requires that employee cross train across the operating units.

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. Must be able to work in a fast-paced setting, multi-task and work under minimal supervision. 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 (such as addressing 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, 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 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 of P&P scope to Supervisor, when necessary.
• Opens tickets with CIS for all account changes (such as change of address, setting up external transfers, general maintenance)
• Actively engages in onboarding of new TotalBank clients. Serves as the client’s primary service & support contact. Maintain thorough knowledge of TotalBank products and services as outlined on the website and P&P.
• Reports any issues with the automated new account opening process promptly. Ensures all RPA bot exceptions are reviewed and resolved timely. Proactively contacts client to resolve issues with application, Requests for Information (RFI’s) for BSA.
• Responsible for closing TotalBank 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 TotalBank Accounts.
• Provides feedback to Management including Digital Channels on matter related to TotalBank website, issues with vendors or general feedback from clients Online Banking issues etc.
• Works with Reconciliation team to ensure TotalBank 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.

Qualifications

• 2-3 years Banking or bank operations or a highly regulated industry preferred. 
• Must have excellent verbal and written communication skills.
• High level of professionalism and Customer Service.
• Highly motivated self-starter.
• Ability to communicate well with others at all levels.
• 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 Graduate or equivalent. 

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.