Operational Support Specialist

City National Bank of Florida•Coral Gables, FL

About The Position

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.

Requirements

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.

Responsibilities

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.