Operational Support Specialist

City National Bank of Florida; Coral Gables (FL); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health coverage

401(k) with matching

Paid time off

Wellness resources

Job summary

City National Bank of Florida is seeking an Operational Excellence Center Specialist II to provide operational, procedural, and application support to internal teams. You will handle onboarding, debit card services, online and mobile banking, Wires, ACH, and cash logistics, ensuring accuracy and compliance.

The role requires strong communication, ability to work under pressure, and familiarity with AML/BSA regulatory requirements.

Qualifications

• 2–4 years in banking or regulated industry.
• Strong verbal and written communication with internal teams.
• Professionalism and high internal customer service standards.
• Self-motivated and organized in a fast-paced environment.
• Working knowledge of branch and digital banking software.
• Ability to follow procedures within established scope.
• AML, BSA, and OFAC regulatory familiarity.
• Ability to handle high call volume under pressure.
• Proficient in Word, Outlook, and Excel.
• Attention to detail and time management.

Responsibilities

• Responds to internal inquiries and assists with CNB systems.
• Provides service via phone, email, or in person.
• Adheres to policy, procedure, and regulatory requirements.
• Maintains knowledge of digital banking and branch systems.
• Escalates non-routine issues to management.
• Opens CIS tickets for account changes.
• Supports employee onboarding by helping with account opening.
• Follows security policies and protects confidential information.
• Meets KPIs like average handling time and first-call resolution.
• Collaborates with other departments and teams.

Skills

Banking operations

Communication

Customer service

Organization

Digital banking software

Policy compliance

AML/BSA knowledge

Microsoft Office

Time management

Attention to detail

Education

High School Diploma

Tools

MS Word

Outlook

Excel

Banking systems

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 CNB Operational Excellence Center (OEC) is comprised of specialized operating units, each with clearly defined responsibilities and functions performed within the Bank's established policies and procedures.

The Operational Support Specialist II provides operational, procedural, and application‑related support to internal bank teams by following established guidelines, documented procedures, and defined workflows. The role serves as a central point of contact for employee support inquiries and assists with resolving routine to moderately complex requests.

The Specialist II supports activities related to employee account opening and maintenance, debit card services, online and mobile banking, Wires, ACH, mobile deposits, cash logistics coordination, policy and procedure guidance, and other internal operational requests by applying established processes to ensure accuracy and compliance. Non‑standard situations or exceptions are escalated to management according to procedure. Cross‑training across operating units is required to support workflow coverage and operational continuity.

What You'll Do

• Responds to internal team inquiries and performs troubleshooting or escalation steps related to Online Banking, Wires, Zelle, Debit Cards, Branch Capture, and other CNB systems.
• Provides service and support to internal clients via telephone, email, or in person.
• Provides accurate responses by following Policy & Procedure documentation and applicable regulatory requirements.
• Follows quality assurance standards and participates in quality monitoring sessions.
• Reports observations to Management and Digital Channels regarding website issues, vendor concerns, or Online Banking feedback.
• Identifies calls that appear unusual or suspicious and notifies management and/or the Fraud Investigations Unit.
• Maintains thorough knowledge of digital banking applications, branch systems, and branch balancing workflows.
• Meets KPIs such as average handling time and first‑call resolution.
• Uses standard troubleshooting steps to distinguish user errors from technical issues and escalates when necessary.
• Follows operational, regulatory, and security policies and procedures.
• Communicates effectively with other departments.
• Adheres to work schedule guidelines and reports discrepancies to the Supervisor.
• Provides P&P guidance for trusts, guardianships, estates, court orders, and powers of attorney using approved guides; escalates non‑routine situations.
• Opens CIS tickets for account changes following designated procedures.
• Supports employee onboarding by assisting with account opening and maintenance.
• Maintains accuracy, compliance, and confidentiality when handling sensitive information.
• Performs assigned tasks and special projects as directed.
• Follows all Bank and departmental policies and stays current on updates.

Qualifications

• 2-4 years in banking, bank operations, or a highly regulated industry.

• Strong verbal and written communication skills for interacting with internal teams.

• Demonstrates professionalism and maintains a high standard of internal customer service.

• Self‑motivated and able to stay organized in a fast‑paced environment.

• Working knowledge of branch and digital banking software applications.

• Ability to apply procedures and instructions consistently within established scope.

• Effective communication skills for working with colleagues at all levels.

• Good understanding of AML, BSA, and OFAC‑related regulatory requirements.

• Maintains awareness of regulatory updates affecting assigned responsibilities.

• Ability to work under pressure and manage high call volume while meeting service expectations.

• Proficient in Microsoft Word, Outlook, and Excel.

• Ability to follow written and verbal instructions accurately.

• Ability to adapt to changes while maintaining a positive and professional demeanor.

• Strong attention to detail and ability to manage time effectively.

Education

• High School Diploma or 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 interview process, the use of AI wearables, AT tools, AI applications, or other external assistance is strickly prohibited.

Accommodations

If you require a reasonable accommodation to apply or participate in the hiring process, please contact our Talent Attraction team at [e-mail]