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City National Bank
City National Bank proudly offers services, tools and technology that put our people and communities first.
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Jobs//Hybrid//Los Angeles, CA//Customer Success//

Customer Service Specialist

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CUSTOMER SERVICE SPECIALIST


WHAT IS THE OPPORTUNITY?



This position is responsible for responding to written, email and phone inquiries regarding loan servicing. Responsibilities include performing research and resolving loan application, boarding and processing inquiries (e.g., loan terms, adjustments and payments), determining causes of rejected items, preparing exception reports, and researching and analyzing problems and recommending solutions.


Residential Lending Division
Make a meaningful difference as a member of City National's Residential Lending group. This is a great opportunity to grow your career with a stable and expanding organization while enhancing and retaining bank client relationships through competitive mortgage products and solutions with exceptional service and care.


WHAT WILL YOU DO?



  • Serves as primary contact for clients and various units in the research and resolution of loan servicing problems and inquires. Answers questions about loan agreements, adjustments, prepayments, insurance, payoffs, interest adjustments, reversals, etc. Ensures client satisfaction.
  • Performs applicable research to resolve inquiry for all loans and system of record, including but not limited to issues relating to payment application and loan boarding. Resolves questions on loan terms, system codes, product types, functions, etc.,
  • Understand mortgage products, including Escrow Analysis, cushions, shortages, surpluses etc., Process payment of taxes, insurance, PMI, etc., Understand Variable plans, changes, interest rates, periodic rate caps, floors, ceiling, reamortizations etc.,
  • Coordinates with clients, account officers and appropriate units to ensure that clients are properly serviced, paperwork is properly executed and all operational arrangements are in place to service assigned accounts.
  • Provides guidance to clients on issues requiring immediate attention, including complaints, processing issues, account inquiries, product and services suggestions, etc.
  • Prepares various exception reports including Auto Debit rejects, ALDO Credit Notices, Metavante loan statements, etc.
  • Reverses all automatic payment overdrafts within established limits based on analysis of request and use of sound decision making.
  • Familiarity with consumer regulations pertaining to Credit Bureau reporting, dispute resolution, Civil Service Members Relief Act, RESPA is required.
  • Maintains a proactive commitment to established bank programs, such as Community Reinvestment Act (CRA) and Affirmative Action.
  • Complies fully with all Bank Operational and Credit policies and procedures as well as all regulatory requirements (e.g. Bank Secrecy Act, Know Your Client, Community Reinvestment Act, Fair Lending Practices, Code of Conduct, etc.).


WHAT DO YOU NEED TO SUCCEED

Must-Have*

  • H.S. Diploma
  • Minimum of 3 years loan servicing experience preferably as a loan boarder, payment processor or other position that requires system processing experience.
  • Minimum 3 years of customer service experience

Skills and Knowledge

  • Knowledge of banking requirements and regulations.
  • Must possess excellent organizational and customer service skills.
  • Working knowledge of Metavante, AFS and Leasepak.
  • Excellent written and oral communication skills.



*To be considered for this position you must meet at least these basic qualifications
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.


INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT
City National Bank is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other basis protected by law.


ABOUT CITY NATIONAL



We start with a basic premise: Business is personal. Since day one we've always gone further than the competition to help our clients, colleagues and community flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues to drive phenomenal growth today. City National is a subsidiary of Royal Bank of Canada, one of North America's leading diversified financial services companies.

 

In order to be hired and work at City National Bank, you must be fully vaccinated against COVID-19.

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Prateechi Singh
Data Scientist
TACKLE CHALLENGES
Latitude to shake up a global industry
Prateechi Singh appreciates that City National gives her and her peers space to spark innovation in a way that feels like a startup within the company. “My job requires me to be an investigator,” she said. “There is so much to work on, so much to learn. That’s what makes fintech exciting for me.” While she notes that the banking sector can be slow to adapt to change, Singh said the opportunity to tackle challenges from scratch and figure out how to evolve alongside new technologies like cryptocurrencies is invigorating.
Prateechi Singh appreciates that City National gives her and her peers space to spark innovation in a way that feels like a startup within the company. “My job requires me to be an investigator,” she said. “There is so much to work on, so much to learn. That’s what makes fintech exciting for me.” While she notes that the banking sector can be slow to adapt to change, Singh said the opportunity to tackle challenges from scratch and figure out how to evolve alongside new technologies like cryptocurrencies is invigorating.
My team is very passionate about what we do, and I feel this is the key to success for any project. We try to solve hard problems.
Srikant Vavilapalli
Senior Software Development Manager
WORK HARD, THEN RELAX
A focus on work-life balance
Srikant Vavilapalli said City National Bank’s remote culture is defined by a palpable level of trust between teammates. “We foster open dialogue, which enables me to share expectations and deliverables with my team so that they can execute on time,” he said. Yet this common sense of respect doesn’t just make Vavilapalli’s team more efficient. It also empowers team members to set flexible working schedules. For Vavilapalli, that means he has more time to bond with his daughter or focus on his hobbies, such as cycling and photography.
Srikant Vavilapalli said City National Bank’s remote culture is defined by a palpable level of trust between teammates. “We foster open dialogue, which enables me to share expectations and deliverables with my team so that they can execute on time,” he said. Yet this common sense of respect doesn’t just make Vavilapalli’s team more efficient. It also empowers team members to set flexible working schedules. For Vavilapalli, that means he has more time to bond with his daughter or focus on his hobbies, such as cycling and photography.
I appreciate that our leaders make it a priority to encourage us to take breaks and step away from our desks during the day.
Marj Galapon
Lead Full-Stack Engineer
EVOLVE + INNOVATE
Collaborate with peers and drive progress
A mix of teamwork, autonomy and flexibility offers the perfect environment for Marj Galapon. She appreciates no-meeting Fridays, which allow time to learn something new, and the flexibility to work remotely — even before the pandemic — to avoid spending hours commuting. But perhaps the most transformative element of the engineering culture is the focus on continuous improvement. “We are encouraged to learn new technologies and challenge each other, which motivates us to do better every time,” she said. “City National recognizes all who strive to do their best.”
A mix of teamwork, autonomy and flexibility offers the perfect environment for Marj Galapon. She appreciates no-meeting Fridays, which allow time to learn something new, and the flexibility to work remotely — even before the pandemic — to avoid spending hours commuting. But perhaps the most transformative element of the engineering culture is the focus on continuous improvement. “We are encouraged to learn new technologies and challenge each other, which motivates us to do better every time,” she said. “City National recognizes all who strive to do their best.”
Sometimes I am successful; sometimes I fail — but failure does not stop me from experimenting with new things.

What are City National Bank Perks + Benefits

City National Bank Benefits Overview

We strive to be the best at whatever we do, and that includes the benefits and perks we offer our colleagues.
We understand that colleagues have different needs. As a result, we look to offer a holistic program to support and address physical, emotional, financial and social needs.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
Our 11 Colleague Resource Groups (CRGs) help colleagues deepen their relationships and knowledge at work, encouraging more people to connect, learn and celebrate with each other.
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
FSAs allow colleagues to set aside pretax dollars to help pay for medical and/or dependent day care expenses.
Disability insurance
Coverage generally begins the first day of the month following hire date. Short- and long-term disability benefits are available to colleagues to assist with periods of injury or illness.
Dental insurance
Preventive care as well as basic and major dental services are provided through either a preferred provider plan (PPO) or a dental maintenance plan (DHMO).
Vision insurance
Coverage is available for vision exams, contact lenses, glasses and frames.
Health insurance
Coverage generally begins on the first day of the month following employment, and colleagues are able to cover spouses, domestic partners and/or dependent children.
Life insurance
When you become eligible for CNB Benefits, the company will provide you with basic life insurance equal to 1½ times your annual base salary, up to a maximum of $100,000 of coverage – at no cost to
Wellness programs
Enjoy access to a wide range of health tools and resources, including health screenings, coaching and/or fitness challenges – all kept confidential and secure.
Financial & Retirement
401(K)
401(K) matching
Pretax and Roth 401(k) - the company matches 75% of the first six percent of eligible pay a colleague contributes each pay period. Match dollars are immediately vested.
Performance bonus
Some positions may be eligible for bonus and/or commissions.
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Paid volunteer time
Paid holidays
Paid sick days
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Customized development tracks
Paid industry certifications
View full list of perks + benefits
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