About the Role
Provides personal and helpful service to customers through the Bank's digital chat channel. Helps customers resolve account questions, service requests, and issues involving bank products and digital services while maintaining the speed, accuracy, security, and professionalism required in written customer interactions. Takes ownership of customer needs and works to resolve issues during the interaction whenever reasonably possible.
What You'll Do
- Respond to customer inquiries through the Bank's chat platform in a timely, personal, and helpful manner.
- Research and resolve routine and more complex customer questions and service issues.
- Verify customer identity and protect customer information using established security procedures.
- Complete appropriate account and customer maintenance using bank systems.
- Assist customers with online and mobile banking, debit cards, account access, online account opening, and other supported services.
- Navigate multiple systems and sources of information while maintaining active customer conversations.
- Communicate clearly and professionally in writing, adapting explanations to the customer's needs.
- Gather and document information needed for resolution, tracking, and audit purposes.
- Recognize potential fraud, unusual activity, recurring issues, or service trends and report them appropriately.
- Identify customer needs and make appropriate referrals to other products, services, departments, and business partners.
- Coordinate with other areas of the Bank when an issue cannot be resolved within the chat interaction.
- Consult with management when customer complaints, bank errors, or other situations require escalation.
- Maintain current knowledge of bank products, services, systems, policies, and procedures.
- Follow applicable regulatory, audit, compliance, privacy, and security requirements.
What You'll Bring
- High school diploma or equivalent.
- Customer service experience; banking, call center, or digital customer service experience preferred.
- Strong written communication skills, including grammar, clarity, and the ability to communicate naturally in a digital environment.
- Strong problem-solving skills and attention to detail.
- Ability to learn and work effectively across multiple banking systems.
- Ability to manage multiple customer interactions and priorities while maintaining accuracy and customer focus.
- Good judgment when handling customer information and determining when escalation is appropriate.
- Ability to work a flexible schedule, including evenings and Saturdays.
How You'll Succeed
- Make digital interactions feel personal and helpful rather than scripted or transactional.
- Write clearly, naturally, and professionally.
- Listen through the conversation—ask good questions and make sure you understand what the customer actually needs.
- Take ownership of customer questions and work toward resolution rather than simply redirecting customers.
- Balance responsiveness with accuracy and security.
- Be a proactive learner—take initiative to build your knowledge, skills, and confidence.
- Recognize when another employee or area of the Bank needs to become involved and make the handoff easy for the customer.
Work Environment
- Office-based customer service role with significant computer and keyboard use.
- Customer interactions occur primarily through digital chat.
- Work requires frequent navigation among multiple banking systems while communicating with customers.
- May involve managing multiple customer interactions or tasks concurrently.
- Flexible scheduling may include evenings and Saturdays.
- Accommodations are available to support individual needs.
Why We Think You'll Like It Here
- Healthy culture
- Opportunities for professional growth
- Community-focused
About City
City National Bank is nationally recognized for customer service and financial performance, with a focus on supporting its local communities.
City National Bank is an Equal Opportunity Employer.
Skills Required
- High school diploma or equivalent
- Customer service experience
- Strong written communication skills, including grammar and clarity
- Strong problem-solving skills and attention to detail
- Ability to learn and work effectively across multiple banking systems
- Ability to manage multiple customer interactions and priorities while maintaining accuracy and customer focus
- Good judgment when handling customer information and determining when escalation is appropriate
- Ability to work a flexible schedule, including evenings and Saturdays
- Banking, call center, or digital customer service experience
What We Do
City has been delivering innovative banking products and supporting its local communities for more than 65 years, proudly serving consumers and businesses in more than 95 locations across West Virginia, Kentucky, Virginia and Ohio. City's commitment to personalized service and community support has turned this Charleston, West Virginia company into one of the most highly rated community banks in the country. City is a strong, full-service bank with a variety of checking and savings products, competitive mortgages, home equity lines of credit, low-rate loans and wealth management services. City's business banking services meet the needs of commercial customers both large and small, with free business checking, a variety of commercial lending options and cash management services. A nationally recognized leader in community banking, City ranked #1 in customer satisfaction in the North Central region of the country in the 2024, 2022, 2020, 2019 and 2018 J.D. Power U.S. Retail Banking Satisfaction Studies. Forbes named City the Best Bank in West Virginia for 2021 and the #1 Bank in America for 2024. Bank Director magazine's 2020 Bank Performance Scorecard ranked City the 6th best bank in the country among institutions of similar size. President & CEO Skip Hageboeck was named 2018 Community Banker of the Year by American Banker, and City was named a Five Diamond Employer by the West Virginia Chamber of Commerce in 2016.
