Operational Support Specialist

City National Bank; Torch of Friendship (FL); Hybrid; USD 48,000 - 64,000; Full time

Job summary

City National Bank in Florida seeks an Operational Support Specialist II to provide operational and application-related support for internal teams. You will handle account maintenance, debit services, online banking, wires, ACH, and cash logistics while following established procedures and regulatory requirements.

The role requires 2–4 years in banking or a regulated field, strong communication, and the ability to manage multiple tasks with attention to detail in a fast-paced environment.

Qualifications

• Minimum 2–4 years in banking, bank operations, or regulated industry.
• Strong verbal and written communication for internal teams.
• Professional conduct and high internal customer service standards.
• Self-motivated and organized in a fast-paced environment.
• Experience with branch and digital banking software applications.
• Ability to follow procedures and adapt to changes while maintaining accuracy.
• Familiarity with AML/BSA and OFAC regulatory requirements.

Responsibilities

• Respond to internal team inquiries and troubleshoot CNB systems.
• Provide service and support via phone, email, or in person.
• Follow policy and regulatory requirements in all tasks.
• Meet KPIs such as average handling time and first-call resolution.
• Escalate nonroutine cases to management as needed.
• Maintain knowledge of digital banking platforms and workflows.
• Open CIS tickets for account changes per procedures.
• Support employee onboarding and account maintenance.
• Maintain confidentiality with sensitive information.
• Follow all bank and department policies and updates.

Skills

Communication

Time management

Attention to detail

Adaptability

MS Word/Outlook/Excel

Education

High School Diploma or equivalent

Tools

Microsoft Word

Microsoft Outlook

Microsoft Excel

Job description

Operational Support Specialist

Job Details

• Job ID: 2026-6133
• Category: Service Support
• Type: Full-Time
• Workplace policy: Hybrid

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 applicationrelated 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. Nonstandard situations or exceptions are escalated to management according to procedure. Crosstraining 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 firstcall 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 nonroutine 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.
• Selfmotivated and able to stay organized in a fastpaced 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 OFACrelated 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.

Special Instructions 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]