Client Care Specialist

City National Bank of Florida

. Answers inbound and places outbound calls, taking appropriate action on each interaction, including addressing client questions, concerns, or issues related to products and services.

Posted 4/22/2026full-timeFlorida • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

Professional Growth
Hybrid Work Schedule

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

client supportcustomer servicebank operationsdigital banking applicationsbranch balancing processesAMLBSAOFACMicrosoft WordMicrosoft Excel

Soft Skills

verbal communicationwritten communicationprofessional attitudeself-motivatedsound judgmentteamworkadaptabilitytime managementattention to detailcourteous customer service