Client Care Specialist II

City National Bank of Florida; Coral Gables (FL); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Health Coverage

401(k)

Paid Time Off

Wellness resources

Job summary

City National Bank of Florida is seeking a Client Support Specialist to deliver service and operational support to internal and external clients via calls, email, and in person. You will handle inquiries about products, policies, and procedures in a fast-paced environment.

This role requires attention to detail, adaptability, and a commitment to accuracy while meeting performance targets. Familiarity with digital banking tools and a willingness to learn across units is valued.

Qualifications

• 2 years of experience in client support or customer service.
• Banking or regulated industry experience preferred.
• Strong verbal and written communication skills.

Responsibilities

• Answers inbound calls and makes outbound calls, addressing client questions and issues related to products and services.
• Delivers consistent client service via telephone, email, or in person, with a focus on client satisfaction.
• Maintains knowledge of digital banking tools and branch systems to assist clients.
• Escalates issues per policy and cooperates with other departments to resolve inquiries.

Skills

Customer service

Verbal & written communication

Attention to detail

Microsoft Word/Outlook/Excel

Ability to follow instructions

AML/BSA/OFAC awareness

Education

High School Diploma

Regulated industry experience

Tools

Elevate

Digital banking software

Job description

About Us

Think BIG. Achieve More.

At City National Bank of Florida, we invest in our people and the communities we serve. Join a team where ambitious careers and meaningful relationships thrive together. We're entrepreneurs at heart-growing fast, making an impact, and shaping the future of banking in Florida. To learn more about City National Bank of Florida visit About Us!

Overview

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.

Qualifications

• 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.

Education

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

Benefits & Perks

We offer a competitive benefits package designed to support your success:

• Health Coverage: Medical, dental, and vision plans with employer contributions.
• Retirement Savings: 401(k) with matching.
• Paid Time Off & Holidays: Generous PTO and paid holidays.
• Wellness Support: Access to mental health and financial wellness resources.

Visit our benefits page to learn mor eBenefits!

Join City National Bank of Florida. The possibilities are endless.

Special information to candidates

Equal Opportunity

City National Bank of Florida is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, national origin, age, disability, genetic information, protected veteran status, or any status protected by federal, state, or Florida law. We comply with the ADA and applicable Florida laws.

Interview Guidelines

To ensure a fair and consistent interview process, applicants are not permitted to use AI-enabled devices during interviews, including AI glasses or similar wearable technology that can record, transmit, or generate real-time information.

Applicants who require a reasonable accommodation to participate in the interview process should contact [e-mail] in advance of the interview to submit an accommodation request. City National Bank of Florida will engage in the interactive process and provide reasonable accommodations in accordance with applicable law.