Client Services Specialist

Overview

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.

What Youll Do:

• 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 Cashiers 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 Banks 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 RMs 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 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.

Education

• Associates Degree in Business or related field or an equivalent combination of education and relevant professional experience may be considered.

Special Instructions to Candidates

Equal Opportunity

City National Bank of Florida is an Equal Opportunity Employer. We do not discriminate based on race color religion sex national origin age disability genetic information protected veteran status or any status protected by federal state or Florida law. We comply with the ADA and applicable Florida laws.

Interview Guidelines

To ensure a fair and consistent interview process applicants are not permitted to use AI-enabled devices during interviews including AI glasses or similar wearable technology that can record transmit or generate real-time information.

Applicants who require a reasonable accommodation to participate in the interview process should contact in advance of the interview to submit an accommodation request. City National Bank of Florida will engage in the interactive process and provide reasonable accommodations in accordance with applicable law.

Required Experience:

IC