City National Bank is a multi-award-winning and highly successful financial institution committed to delivering exceptional service to our customers—and that commitment extends across every role in our organization. We’re looking for talented individuals who share our dedication to excellence and understand the vital role customer service plays in everything we do.
Why choose City National Bank? At City, we understand that our employees are our greatest asset. That’s why we offer an inclusive and supportive work environment where you can thrive both personally and professionally. Here’s what sets us apart:
- Commitment to Excellence: We aim for excellence in everything we do. By joining our team, you’ll be part of an organization that constantly strives for innovation and improvement—always with the customer experience in mind.
- Career Growth Opportunities: We believe strongly in providing support for you to grow your skills and build a successful career. You will have opportunities to learn and advance within our organization with comprehensive training programs and ongoing professional development.
- Competitive Compensation and Benefits: In addition to a competitive salary, we offer paid time off, paid parental leave, medical, dental & vision coverage, and a 401(k) match.
- Strong Company Culture: Our employees are the heart of our organization. We foster a positive, inclusive culture where collaboration thrives and every team member contributes to delivering exceptional service—whether directly or indirectly supporting our customers.
Summary Description
Provides excellent customer service, ensuring that all customer needs are met. Manages lobby traffic and helps to reduce customer wait times. Serves as primary contact for resolving routine and complex problems on customer accounts. Demonstrates proficiency in handling a variety of tasks and responsibilities including the performance of the essential functions of a CSR as well as the ability to respond to the sales and service needs of bank customers. The amount of time spent performing each function varies based on the personnel and traffic of each branch location. Primary focus is meeting the immediate needs of bank customers, while also looking for opportunities to enhance and expand relationships.
Essential Functions
- Consistently executes City’s phone, platform and CSR service standards to provide excellent customer service
- Displays a positive and professional attitude at all times
- Actively promotes and sells the bank’s products and services to prospective and existing customers by using City’s customer conversation model to uncover customer needs
- Accurately processes routine banking transactions and service and maintenance requests including, but not limited to, check cashing, deposits, withdrawals, account transfers, loan payments and debit card disputes
- Maintains and balances a working cash supply
- Assists customers with routine maintenance and complex service issues; sees through to complete resolution
- Assists customers with loan applications, recommends appropriate loan structure, gathers required documents, submits package to retail loan department and closes retail loans as needed
- Meets minimum individual production levels for retail loans, checking accounts and mortgage referrals; actively contributes to branch goals
- Develops and maintains customer relationships; actively seeks referral resources from existing customers
- Refers customers to other departments and business partners appropriately
- Maintains an up to date knowledge of bank products and services
- Maintains general knowledge of the competitive environment
- Completes all training within predetermined time limits
- Adheres to all bank regulatory, audit, and compliance policies and procedures
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job
Position Requirements
- High school diploma or equivalent
- Demonstrated sales and service skills
- Ability to multi-task, organize, and prioritize to ensure excellent customer service
- Displays professional dress and demeanor
- Personal computer proficiency
- Cash handling experience preferred
- 1-2 years of retail banking experience preferred
- Must be compliant with Loan Officer Requirements of the SAFE Mortgage Licensing Act and Regulation Z. Compliance includes review of the candidate’s financial responsibility, character, and general fitness prior to placement in the role. Within 30 days of employment, employee must comply with NMLS registration and corresponding background check requirements
- Work is generally performed indoors in environmentally-controlled conditions
- Typically the employee may sit to perform the work; however, there may be some standing, walking, bending and lifting 5–10 pounds
Critical Skills/Expertise
- Excellent customer service and sales skills
- Excellent oral communication and listening skills
- Knowledge of (or the ability to learn) the bank’s operating systems, policies and procedures
Schedule
Monday through Friday (some Saturdays)
Join City National Bank and become part of a team where every role plays a part in creating outstanding customer experiences. We look forward to hearing from you!
City National Bank is an Equal Opportunity Employer.
Skills Required
- High school diploma or equivalent
- Demonstrated sales and service skills
- Ability to multitask, organize, and prioritize
- Professional dress and demeanor
- Personal computer proficiency
- Cash handling experience
- 1-2 years of retail banking experience
- Compliance with Loan Officer Requirements under the SAFE Mortgage Licensing Act and Regulation Z
- NMLS registration and corresponding background check within 30 days of employment
- Excellent customer service and sales skills
- Excellent oral communication and listening skills
- Knowledge of, or ability to learn, bank operating systems, policies, and procedures
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.
