Banking Client Support Specialist

careers-citynational; Coral Gables (FL); On-site; USD 42,000 - 54,000; Full time

Job summary

City National Bank of Florida seeks a Client Support Specialist to provide service and operational support to clients via inbound/outbound calls, email, and in person. The role emphasizes adaptability, accuracy, and adherence to policies within a fast-paced banking environment.

The position requires 2 years in client support or related fields, strong communication skills, and knowledge of AML/BSA/OFAC regulations, with proficiency in Microsoft Office and digital banking tools.

Qualifications

• 2 years of experience in client support, customer service, or operations.
• 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.

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.

Skills

Customer service

Communication skills

Attention to detail

Time management

Ability to work under pressure

Regulatory knowledge (AML/BSA/OFAC)

Team collaboration

Self-motivation

Education

High School Diploma or GED

Tools

Microsoft Office Suite (Word, Outlook, Excel)

Job description

City National Bank of Florida seeks a Client Support Specialist to provide service and operational support to clients via inbound/outbound calls, email, and in person. The role emphasizes adaptability, accuracy, and adherence to policies within a fast-paced banking environment.

The position requires 2 years in client support or related fields, strong communication skills, and knowledge of AML/BSA/OFAC regulations, with proficiency in Microsoft Office and digital banking tools.