ADDITIONAL QUALIFICATIONS

• General knowledge of banking products and their functions.
• Advanced ability to observe, document, and report ongoing client issues for resolution.
• Excellent interpersonal skills including telephone skills, verbal and written communication skills, active listening and customer care.
• Ability to communicate with sensitive, high-profile clients regarding computer systems essential to their business operations.
• Demonstrates expert level experience troubleshooting and resolving technical issues as they arise. Finds viable solutions to unexpected situations.
• Experience using remote connectivity and remote control software tools.
• Ability to work autonomously and be a self-starter. Able to organize & prioritize in a multi-task environment, meet deadlines without reminder.
• Strong knowledge of the Microsoft Office suite of products.
• Payroll systems e.g., ADP and Paychex
• Preparation of 1099s (NEC, MISC, R, DIV, INT)
• Experience with Financial Accounting and Investment Brokerage Accounts

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 About Us.

• Respond to a variety of support requests (via phone, email, web chat, etc.) in a timely and professional manner.
• Identify, record, and escalate software issues to various parties, including AgilLink Product and Development teams.
• Advise business management firms in best practices and the most efficient use of the AgilLink software, including features such as system security, online banking integration, and document storage related to AgilLink.
• Identify training needs and recommend services to fill client knowledge gaps.
• Use remote connectivity tools to support client servers or computers using AgilLink software.
• Interface with product and development teams on critical system issues to provide status updates for clients and other AgilLink departments.
• Provide instruction to client’s IT contacts or AgilLink users, relative to the use and operability of the AgilLink system.Provide ad hoc or informal training to clients to support the use of the AgilLink system in conjunction with case management.