Account Support Officer

ACCOUNT SUPPORT OFFICER

WHAT IS THE OPPORTUNITY?

This person is responsible for the day-to-day interaction with Account Managers and clients of the Entertainment Division. They are the primary person providing proactive solutions, completing actions, and providing support to resolve operations issues that arise. In addition to being the primary contact for transitional solutions, they may advise clients of the most effective combinations of products and services for their individual situation. Actively engage in meaningful conversations with clients to ensure that solutions are provided that meet their ongoing business and operational needs. As the operational expert for the client, the Account Officer is positioned to proactively execute on the concepts developed by the Account Manager or Relationship Manager with minimal supervision. Is also instrumental as a liaison with other internal departments to provide the operational excellence to clients.

WHAT WILL YOU DO?

• Responsible for client interaction and fulfillment for day-to-day operational needs, providing proactive and proper solutions and support. Responsible for the operational integrity of the assigned area of responsibility.

• Uses knowledge of bank products and services to evaluate and suggest new opportunities for growth in relationships and recommends solutions to clients.

• Follows-through with solutions designed and requested by Clients/Account Managers/Relationship Managers as determined to be correct.

• Resolves problems, answers questions related to client accounts and utilization of bank products and services. Works with clients and/or business management firms to assist in operations areas. Works directly with clients in handling all areas of operations (e.g., Bus mgmt. firm disengagement, research, KYC completion, Cash Requests, Check Orders, TMOS requests, Fraud related Items, etc.) to free Relationship Teams from performing these duties. Provide accurate, timely and extensive information to all client inquiries and requests to ensure retention of existing profitable clients.

• Resolves client complaints and takes appropriate action to prevent future problems. Performs follow-up necessary to resolve situations as they arise. Works with the Relationship Team to determine appropriate method(s) of approach.

• Analyzes client needs in order to cross-sell a wide variety of Bank services. Directs clients to appropriate area within the Bank or to a member of the Relationship Team. Maintains complete knowledge of all banking products and services including technical proficiency with product utilization.

• Participates in client call program with the Relationship Team.

• Provides assistance and coverage for all operations-related activity within the department. Reviews and processes deposits. Prepares debit and credit entries to checking/saving accounts for transfers, loan payments, etc.

• Maintains a proactive commitment to established Bank programs, KYC, BSA, AML, Community Reinvestment Act (CRA) and Affirmative Action.

WHAT DO YOU NEED TO SUCCEED?

Required Qualifications *

• Minimum 2 years experience in client service, banking operations or relationship management support required.

• Minimum 2 years experience in a banking or financial services environment required.

• Minimum 2 years of experience with bank products and services (e.g. deposits, wealth management, cash management, international, etc.) required.

Additional Qualifications

• Colleagues typically have 3 - 5 year's experience in banking operations and servicing or equivalent training

WHAT'S IN IT FOR YOU?

Compensation Starting base salary: $24.46 - $36.69 per hour. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.

Benefits and Perks

At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues including:

• Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date

• Generous 401(k) company matching contribution

• Career Development through Tuition Reimbursement and other internal upskilling and training resources

• Valued Time Away benefits including vacation, sick and volunteer time

• Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs

• Career Mobility support from a dedicated recruitment team

• Colleague Resource Groups to support networking and community engagement

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ABOUT US

Since day one we've always gone further than the competition to help our clients, colleagues and communities flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues today. City National is a subsidiary of Royal Bank of Canada, one of North America's leading diversified financial services companies. To learn more about City National and our dynamic company culture, visit us at

INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT

City National Bank fosters an inclusive environment where all forms of diversity are valued and leveraged to make us a better company and employer. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status or other basis protected by law.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

*Represents basic qualifications for the position. To be considered for this position, you must at least meet the required qualifications. careers.cnb.com accepts applications on an ongoing basis, until filled.

Unless otherwise indicated as fully remote, reporting into a designated City National location is an essential function of the job.