City National Bank of Florida

Senior Client Services Specialist

City National Bank of Florida

full-time

Posted on:

Location Type: Hybrid

Location: United States

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Job Level

Senior

About the role

  • Accountable for ensuring client retention and satisfaction by efficiently by promptly and efficiently addressing all service requests and inquiries.
  • Initiates outreach to clients as needed to provide exceptional service, ensuring adherence to company policies and regulatory requirements.
  • Independently handles loan servicing requests, including advances, pay-downs, statement and bill copies, billing issues, insurance, escrows, flood insurance, and related items, ensuring accurate and timely processing.
  • Manages the onboarding of new clients by opening and processing all type of account, products, and services.
  • Serves as the primary point of contact for client servicing, maintaining comprehensive knowledge of the relationship: Issues, collects, and reviews required deposit account documents and disclosures via DocuSign or in-person collection.
  • Ensures all documents are uploaded in the system within the defined timeframe for account opening, in line with CNB P&P.
  • Coordinates with Electronic Banking and Treasury Management on onboarding status, completion of forms, implementation, or necessary training.
  • Completes customer profiles/CIP, Bizchex-Chexsystem, ownership information, and account profiles, performing list checks, OFAC & Google searches.
  • Sets up and maintains analysis composites to ensure accurate data representation, collaborates with cross-functional teams to integrate necessary account information, and ensures that all client data is properly linked and balanced for analysis and reporting.
  • Handles Domestic & International Wire Transfers, Internal Transfers, Stop Payments, Cashier’s Checks, Debit Cards, in line with CNB P&P.
  • Responsible for ensuring Regulatory Excellence: Decision Making or collecting proper approvals and enter decisions on overdrafts in EIM (within their authorized limits).
  • The first client contact to collect missing documents and other applicable items/ documents relating to new Deposit/loan accounts.
  • The first client contact to satisfy BSA/RFI requests.
  • Completion of BSA requests within defined timeframe noted in the request; this includes (but not limited to): RFIs which includes EDD/KYC-updates, PO Alert, OFAC, High Risk Review & Other.
  • Ensures compliance with regulatory requirements including completion of KYCs/EDDs when onboarding clients and continue updates.
  • Completion of Regulatory Excellence Consultant (REC) findings requests within defined timeframe noted in the request.
  • Responsible for follow up activities related to new onboarding and maintenance requests using varies system reports.
  • Follow-up activities included but not limited to account funding, TM implementation, Online Banking set-up, KYC status.
  • Follow up with a phone call, to answer any questions, concerns, ensure customer is completely set up.
  • Escalate all unresolved issues related to the above mentioned tasks to the RM or Supervisor.
  • Completes Reg E disputes, resolves fraud, check disputes, check processing errors, and other activities related to the Aithent system.
  • Accountable for managing and processing all client requests or inquiries related to deposit accounts, including, but not limited to: CIS maintenance changes.
  • Correcting CIP errors.
  • Closing accounts and completing the closing code reason.
  • Address changes.
  • Change of Signer maintenance (including the issuance and collection of all appropriate signature documents and disclosures).
  • Deposit Research (statements, check copies, balance inquiries, etc.).
  • Accountable for ensuring the proper disposition of all exception items from Deposit Operations and the Non-Post database related to the clients served.
  • Composes and types letters, emails, and other special reports related to clients’ needs (e.g., Excel sheet, PowerPoint, org chart).
  • Responsible for organizing and maintaining client files for deposits and loans, including the creation of customer folders and subfolders as requested.
  • Maintains strong product knowledge and attends training as needed to cross-sell bank products.
  • Assesses client needs and cross-sells bank products and services, referring opportunities to relevant departments, including lending, Treasury Management, or Wealth Management.
  • Effectively communicates with other departments within the bank, fully understanding the importance of teamwork and communication.
  • Maintains ongoing communication with Relationship Managers regarding client activities, issues, RFIs status, compromised accounts, and potential opportunities (Pipeline).
  • Participates in on-site client visits and relationship reviews, as needed.
  • Ensures adherence to the Bank’s operational, regulatory, and security policies and procedures.
  • Facilitates the collection of required items from clients for RMs as outlined in the loan-closing checklist for new loans, modifications, renewals, and other related requests.
  • Supports RM’s Dashboard/pipeline management, creates opportunities, completes KYC in collaboration with RMs, coordinates payoffs/releases, fee waivers, and resolves past dues, maturing loans, Minimum Deposit Requirement, and Covenants.
  • Collects, reviews, and uploads loan-required ticklers (covenants) in accordance with loan conditions.

Requirements

  • 5-7 years of experience in client service, with a preference for roles within the financial services industry.
  • Demonstrated ability to address client inquiries, resolve issues, and provide comprehensive support in a financial services environment.
  • In-depth expertise in banking products and services, specializing in loan servicing, depository, and treasury management products.
  • Ability to work independently and efficiently in a high-pressure environment, while ensuring client satisfaction through effective task management.
  • Proficient in utilizing loan/depository systems and banking software for processing transactions, managing client accounts, and resolving system issues.
  • Expertise in Microsoft Word, Excel, and Outlook, with advanced capabilities in generating reports, analyzing data, and communicating effectively through office applications.
  • Advanced verbal and written communication skills, with the ability to convey complex banking concepts to clients and colleagues in a clear and professional manner.
  • Strong attention to detail, with a demonstrated ability to manage multiple tasks simultaneously, ensuring high standards of quality and accuracy.
  • Advanced interpersonal skills, phone etiquette, and customer service capabilities, with experience in managing client relationships and professionally addressing inquiries.
Benefits
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Applicant Tracking System Keywords

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Hard Skills & Tools
loan servicingdeposit accountsKYCEDDBSAdata analysisaccount managementtransaction processingregulatory complianceexception item management
Soft Skills
client serviceproblem solvingtask managementcommunicationattention to detailinterpersonal skillscustomer serviceteamworkrelationship managementorganizational skills