Client Services Specialist

Client Services Specialist

The Client Services Specialist is responsible for meeting the servicing needs of large Corporate, Real Estate, Business Banking, and Private Client Group clients through the integrated delivery of Depository, Loan, and Treasury Management services. The role requires applying banking knowledge to effectively support clients and ensure that their needs are met in a timely and efficient manner while following banking procedures and regulatory requirements.

This position requires the ability to manage multiple tasks in a fast-paced environment while working independently with minimal supervision. Strong organizational and problem-solving skills are essential to ensure that client expectations are consistently met.

Principal Duties & Responsibilities:

• Accountable for ensuring client retention and satisfaction 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, 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.

Qualifications

• Minimum 2 years of client service experience, preferably in the financial service 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.

Education

• Bachelor's Degree in Business or equivalent work experience.
• An equivalent combination of education and relevant professional experience may be considered in lieu of a degree.

Special Instructions to Candidates

• Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
• Please view Equal Employment Opportunity Posters provided by OFCCP here.
• The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
• Reasonable accommodation may be made to assist individuals with disabilities to complete the online application process. Please contact our Human Resources Department at 305-577-7680 or by e-mail at employment@citynational.com.