Full-Time

Client Services Professional 2

Posted on 9/10/2026

Deadline 9/9/27
City National Bank

City National Bank

5,001-10,000 employees

Provides banking, investment, and trust services

Compensation Overview

$22.27 - $33.43/hr

+ Bonus + Commission

Phoenix, AZ, USA

In Person

Bachelor's

Category
Customer Experience & Support (1)
Required Skills
Microsoft Windows
Salesforce
Marketing

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Requirements
  • A Bachelor's Degree or equivalent is required.
  • At least 1 year of Contact Center experience is required.
  • At least 2 years of Banking experience is required.
  • Knowledge of banking operations, including debit and credit cards, deposits, wire transfers, lost or stolen checks and cards, telephone transfers, stop payments, marketing support, and new business referrals.
  • Knowledge of mobile and online banking, Apple Pay or digital wallets, smartphones, tablets, remote deposit capture, and online bill payment.
  • Experience with Contact Center technologies including Automatic Call Distributor, Voice Response Unit, softphones, and Contact Center applications and systems.
  • Ability to remain calm and composed when dealing with challenging and highly charged situations.
  • Ability to function independently to research and resolve complex issues effectively.
  • Ability to multitask in a high-paced Contact Center environment while solving problems and finding solutions to meet client expectations and needs.
Responsibilities
  • Respond to and handle a broad range of complex operational issues from clients and bank personnel across City National Bank branches and departments.
  • Provide first-tier technical and navigational assistance for online personal products and services to external and internal clients.
  • Manage client conversations with a focus on quality; independently analyze and resolve complex operational problems on client accounts.
  • Handle issues involving deposits, savings, loans, credit cards, ATM and check cards, certificates of deposit, individual retirement accounts, and wire transfers.
  • Process credit card and loan payments, address change requests, and forwarding maintenance requests to back-office teams.
  • Review online manuals and follow bank policies, procedures, regulatory requirements, new product and service information, and fee changes.
  • Resolve client complaints and de-escalate unsatisfied clients; provide guidance on complaints, forgeries, lost or stolen cards or checks, passwords or user IDs, processing issues, online or mobile banking, Apple Pay and Android Pay enrollment, account inquiries, and product or service suggestions.
  • Inform Client Care Leads and Client Contact Center Management of potential problems and issues requiring escalation, and escalate matters to the appropriate leaders or Relationship Manager.
  • Process telephone transfers within assigned limits and processing authority; educate clients about Transfer Approval Forms and Voice Response Unit setups.
  • Manage service cases for client issues and use softphone technology and the Automatic Call Distributor to answer client calls.
  • Assist Client Contact Center Management in meeting service levels by monitoring calls in queue and remaining available on the phone throughout the day.
  • Support Marketing Department campaigns through written and email communications; use the Communication Calendar and Salesforce to identify offers and connect prospects or clients with the appropriate Relationship Manager.
  • Authorize service charge reversals due to bank error or Relationship Manager approval within established limits.
  • Screen calls for Executive Management and connect callers appropriately according to executive warm-transfer procedures.
  • Comply with Bank Operations and Credit policies, procedures, and regulatory requirements, including the Bank Secrecy Act, Know Your Client, Community Reinvestment Act, Fair Lending Practices, and Code of Conduct.
  • Complete other related work as assigned.
Desired Qualifications
  • Comprehensive knowledge of Windows desktop operating systems; knowledge of Mac systems is a plus.

City National Bank provides personalized banking, investment and trust services to individuals and businesses, managing $93 billion in assets and $106 billion in client investment assets. It delivers traditional banking, wealth management and fiduciary services through branches and private-banking relationships, using advisers and digital tools to coordinate banking and asset management. The bank differentiates itself with a strong local footprint in key West Coast and select U.S. markets, a close integration with its parent Royal Bank of Canada, and a track record of community giving. Its goal is to help clients grow and protect their wealth while supporting the communities it serves and expanding its market reach through trusted advisory services.

Company Size

5,001-10,000

Company Stage

N/A

Total Funding

N/A

Headquarters

Los Angeles, California

Founded

1953

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Simplify Jobs

Simplify's Take

What believers are saying

  • RBC said on August 27, 2026, Texas and the Southeast are growth priorities.
  • June 3, 2026 COO David Cameron unified operations, controls, and change management.
  • August 2026 private-bank hiring targets California's wealthy households and multigenerational families.

What critics are saying

  • The OCC's January 31, 2024 cease-and-desist order still signals broken controls.
  • DoJ's 2023 redlining settlement forces outreach spending, loans, and branch commitments.
  • Persistent remediation failures invite tighter OCC restrictions that freeze expansion.

What makes City National Bank unique

  • RBC backs City National with 2026 capital, product, and acquisition optionality.
  • Its private bank added 10 bankers on August 25, 2026, across California.
  • City National still wins affluent clients through entertainment, sports, and family-office lending.

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Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Company Match

Tuition Reimbursement

Paid Vacation

Paid Sick Leave

Fertility Treatment Support

Family Planning Benefits

Growth & Insights and Company News

Headcount

6 month growth

8%

1 year growth

8%

2 year growth

12%
ABF Journal
Sep 1st, 2026
KeyCorp appoints Doll as chief strategy officer & deputy chief financial officer.

KeyCorp appoints Doll as chief strategy officer & deputy chief financial officer. Chris Doll will serve as a member of Key's finance leadership team and executive council, reporting to Clark Khayat. In this role, he will lead Key's corporate strategy team and help guide the execution of the company's strategic priorities. KeyCorp added Chris Doll as chief strategy officer and deputy chief financial officer, effective Aug. 31, 2026. "I am very pleased to welcome Chris to Key," Clark Khayat, chief financial officer and head of technology at KeyCorp, said. "Chris brings a strong track record of leadership, deep financial expertise and a results-oriented approach that will help advance our strategic priorities. His ability to align strategy, financial discipline and execution will be instrumental as we continue to drive long-term growth and create value for our stakeholders." Doll joins Key from City National Bank, a wholly owned subsidiary of Royal Bank of Canada, where he served as executive vice president and chief financial officer. Prior to joining City National, he served in a variety of leadership roles with firms such as Fifth Third Bancorp, Omnicare and First Financial Bancorp. Doll brings a proven track record of enhancing financial performance, capital planning, strategic transformation and investor engagement. "I am excited to join Key as we focus on the next phase of profitable growth amidst an increasingly complex environment," Doll said. "Key has a strong client-focused culture, a talented team and a clear strategic vision. I look forward to partnering with colleagues across the organization to help drive disciplined growth, create value for our shareholders and support the long-term success of the company." Doll will serve as a member of Key's finance leadership team and executive council, reporting to Clark Khayat. In this role, he will lead Key's corporate strategy team and help guide the execution of the company's strategic priorities.

Yahoo Finance
Aug 27th, 2026
RBC eyes Texas expansion for City National Bank, open to US M&A deals

Royal Bank of Canada is exploring growth opportunities for City National Bank, its US subsidiary, with particular focus on expanding in Texas and the Southeast. CEO Dave McKay said the bank would consider acquisitions that create "meaningful shareholder value", though organic growth remains the priority. The bank is actively recruiting bankers in high-growth markets. City National, acquired by RBC in 2015, struggled in 2023 with rising deposit costs and increased credit loss provisions. The Los Angeles-based subsidiary is known as the "bank to the stars" due to its Hollywood connections. RBC's third-quarter Common Equity Tier 1 ratio stood at 13.5%. The bank repurchased C$1.6 billion of shares during the quarter ending 31 July.

PR Newswire
Aug 25th, 2026
City National Bank welcomes new class of Private bankers.

City National Bank welcomes new class of Private bankers. Aug 25, 2026, 13:00 ET Private bank expands team in Los Angeles, Orange County and the Bay Area to better serve high-net-worth and ultra-high-net-worth clients LOS ANGELES, Aug. 25, 2026 /PRNewswire/ - City National Bank today announced the expansion of its private bank team across California, adding 10 experienced private bankers to serve the state's growing population of high-net-worth and ultra-high-net-worth individuals, multigenerational families, business owners and nonprofit leaders. The new bankers bring extensive experience in private banking, wealth management, commercial lending, trust and estate services and client advisory services. Their strong expertise will support the continued growth of City National Private Bank and deepen its ability to provide clients and organizations with tailored financial insights and solutions. Why is this important? These hires are part of City National's overall investment in its private banking and wealth management capabilities led by Brandon Williams, who was named EVP and head of Private Bank & Wealth Management at City National in September 2025 after serving in the role on an interim basis since June. This news comes on the heels of City National's hire of Darcy Roennfeldt as its new head of Trust & Estate Services, and Shannon Patterson as co-head of City National Private Bank and head of the Eastern Region. The new class of bankers will report to Stephen M. Sherline, who joined in August as co-head of City National Private Bank and head of the Western Region. "California's high-net-worth and ultra-high-net-worth populations have experienced remarkable growth in recent decades," said Sherline. "We're committed to serving these affluent segments with the expertise and personalized attention they deserve. Our newest team members bring diverse backgrounds and a genuine commitment to client success, enabling us to deliver sophisticated, tailored wealth solutions to individuals and families across Southern California and the Bay Area." How is City National Private Bank different? As a subsidiary of Royal Bank of Canada, City National Private Bank combines the personalized service of a boutique financial services provider with the global capabilities of one of North America's leading diversified financial services companies. The private bank brings together market-leading lending, customized investment strategies and personalized advisory services tailored to preserve and grow family wealth across generations. City National's newest private bank officers Focused on strengthening long-term client relationships and providing extraordinary service, the new members of the team will help entrepreneurs, developers, investors, and business owners navigate their evolving financial goals with personalized support and trusted guidance. The private bank officers joining City National are: * James Arom, Senior Private Banker, Beverly Hills (See headshot.) * Houri Arevyan, Client Manager, Beverly Hills (See headshot.) * Kamil Dalgic, Senior Private Banker, Manhattan Beach (See headshot.) * Houman Davoudi, Senior Private Banker, Beverly Hills (See headshot.) * Ratoya Dawson, Private Bank Officer, Manhattan Beach (See headshot.) * Amr Elgamal, Senior Private Banker, Irvine (See headshot.) * Dustin Hansen, Senior Private Banker, Ontario (See headshot.) * Cheryl Keilman, Senior Private Banker, San Francisco (See headshot.) * Travis Ortega, Private Banker, Montecito and Westlake Village (See headshot.) * David Patton, Private Banker, Beverly Hills (See headshot.) Two additional Western Region Private Bank officers were recently promoted: * Haroon Sattari, Private Banker (formerly, Client Manager), San Francisco (See headshot.) * Alex Callagher, Client Manager (formerly, Private Wealth Analyst), San Francisco (See headshot.) Along with the rest of City National Private Bank, the talented new class of colleagues will help accelerate the bank's strategy to serve California's growing affluent population through integrated wealth management. About City National City National Bank is dedicated to helping clients thrive and communities prosper. Founded in 1954, City National is the largest bank headquartered in Los Angeles with $98 billion in assets as of April 30, 2026. A subsidiary of Royal Bank of Canada (RBC), City National delivers personalized service and specialized expertise in wealth management and private banking, entertainment and sports banking, commercial banking, and consumer banking, with branches and banking offices in major markets across the Western, Mid-Atlantic and Southeast U.S. City National and its investment affiliates manage or administer $112 billion in client investment assets. In 2025 alone, the company made charitable contributions of nearly $11 million to nonprofits that support the communities it serves. City National Bank. Member FDIC. Non-Deposit investment products are not FDIC insured, are not a deposit or obligation of, or guaranteed by, City National Bank and are subject to risks, including the possible loss of principal amount invested. City National Bank does business in the state of Florida as CN Bank. For more information, visit cnb.com. SOURCE City National Bank

Managers of Wealth
Aug 14th, 2026
City National Bank appoints two new leaders to expand Private Bank and Wealth Management capabilities and accelerate growth.

City National Bank appoints two new leaders to expand Private Bank and Wealth Management capabilities and accelerate growth. August 14, 2026 In order to read this article you will need to subscribe, please click here By downloading the article you are agreeing that Managers of Wealth hold your data in line with GDPR which is detailed in its Privacy Policy and are opting in to be contacted by Managers of Wealth for further news, articles and services.

PR Newswire
Aug 13th, 2026
City National Bank appoints leaders to expand wealth management and private banking capabilities

City National Bank has appointed two senior leaders to expand its private banking and wealth management operations. Darcy Roennfeldt joins as managing director and head of Trust & Estate Services, based in Los Angeles. She will oversee wealth planning and fiduciary services for high-net-worth clients, drawing on decades of experience from PNC Private Bank and BNY Mellon Wealth Management. Shannon Patterson Saltos has been named regional managing director of the Private Bank, Eastern Region. Based in New York, she will co-lead the national private bank alongside Steve Sherline. Patterson Saltos brings over 25 years of wealth management experience, most recently serving as wealth market president at M&T Bank Wilmington Trust. City National Bank, a subsidiary of Royal Bank of Canada, has $98 billion in assets.