Premier Mortgage Client Servicing Escalation Manager

PREMIER MORTGAGE CLIENT SERVICING ESCALATION MANAGER WHAT IS THE OPPORTUNITY? CNB currently has a client set that are ultra-high net worth clients that will require additional white glove servicer, offers U.S. based clients and their advisors the personalized service of a dedicated premier servicing team and the global resources of one of the largest and most respected financial firms in the world. Our small size and broad scope allow us to customize solutions tailored to clients' specific needs to encompass all mortgage servicing activities. This person is responsible for the day-to-day interaction with customers of the U.S. Wealth, Entertainment, and all other internal lines of business for premier wealth clients for issues our sub-servicer. They are the primary contact person providing proactive emails and calls will offer expert mortgage and servicing heloc expertise to provide consultative support to resolve operational questions, confusion, or issues that may from time to time arise within end-to-end servicing. Advises clients of the most effective combinations of products and services for their individual situation. Actively engages in meaningful conversations with clients to ensure that solutions are suggested and or provided that meet the ongoing business and operational needs. As the operational expert for the client, the Account Officer/Manager is positioned to proactively execute on the concepts developed by the Relationship Manager with minimal supervision. Is also instrumental as a liaison with other internal departments to provide the operational excellence to clients. WHAT WILL YOU DO? Coordinates the implementation of the service and operational functions necessary to ensure proper servicing of clients and the timely/accurate execution of any mortgage or HELOC servicing activities, issues, or inquiries Acts as a liaison and owner of every escalation or issue between the advisors, their clients & internal departments to provide day‑to‑day support in responding to advisor and client inquiries and ensuring timely and accurate completion of operational/product activities. Identify, track, and route new business inquiries or cross‑selling opportunities to sales or the deposits team Drive new project rollouts, regulatory change control, process updates, and ideas calls and research meetings to stay current on all Mortgage activities with champions from LOBs and RBC wealth, their advisors, and bankers with deck and training documentation prepation. Cultivate and enhance new and existing client relationships through active communication with clients, processing client requests, resolving inquiries, providing guidance and making sure key information and documentation remains current Onboard and maintain client accounts, including collecting client information and require documentation, processing money movement transactions as an example Partner with Financial Advisor(s) in developing a business plan and delivering against a client service model Be on call if we a weekend escalated matter requires acknowledgement or support outside of operating business hours and be willing to work overtime as needed Actively engage in available training and education programs – including firm strategic priorities, professional development and staying current on policies, procedures and new platforms and attend scheduled targeted/monthly field service professional and/or training calls Perform administrative duties that support Financial Advisors in daily business practices, including but not limited to, telephone coverage, business travel arrangements, coordination of client meetings, prepare travel & expense reports, and file & calendar maintenance Provides customer service to clients by providing information, responding to inquiries, conducting research, and submitting and ensuring the completion of service requests Maintains proficiency in all investment strategies, services, policies, and procedures to effectively respond to inquiries and complete service requests. Solve problems through a strong understanding of operational and firm processes. Performs other necessary duties and participates in Firm projects assigned. Self‑starter who takes initiative to identify and complete tasks. Can handle multiple assignments and work in a fast‑paced environment Strong organizational skills including strong verbal and written skill set for complaint responses with concise summaries Prepare executive level decks, reporting, overviews, and materials weekly/monthly/quarterly Flexible and willing to perform other tasks as assigned Meet the volume, SLA, and quality metrics including scorecard tracking and contact center metrics including average speed to answer, abandonment rate, and all other inbound outbound calling expectations Ability adapt to changing scalable environment and willing to take on new initiatives and strategies Travel as needed Prepare weekly executive decks, monthly roll‑up, and quarterly presentations to the executive leadership team as a required discipline. Able to handle any adhoc service requests through solution or partner with another line for a warm hand‑off Be tied to productivity tracking, IVR, SLA, and quality metrics and ensure positive surveys are obtained. Track through reporting or trackers all complaints needed for trending and follow through with remediation action steps or issues that may need to be raised Take full ownership of any item while having the ability to work with urgency and work through high stress levels from clients and high stress situations that need resolution Maintain excellent working relationships with both internal and external partners Adhere to any other requirements requested of the role not listed WHAT DO YOU NEED TO SUCCEED? Required Qualifications* Bachelor's Degree or equivalent 10 years of mortgage or banking experience 10 years of mortgage servicing experience in a senior capacity 5 years of Call center experience or of experience handling complaints, escalations, requests verbally with a client 5 years’ experience preparing executive level presentations and reporting 5 years of experience working with high‑net worth clients Excellent leadership and written and verbal communication skills Proficiency with excel, word, power point and Adobe Additional Qualifications Experience with Black Knight Mortgage Servicing Package systems and products highly preferred Strong organizational, research, analytical and problem solving skills Working knowledge of mortgage servicing financial performance, metrics, Mortgage Servicing Rights valuations and forecasting Good verbal and written communication skills High attention to detail A problem solver and critical thinker Ability to handle multiple projects at the same time while prioritizing client escalations Client obsessed self‑starter with a friendly positive personality that can be firm when needed WHAT'S IN IT FOR YOU? Compensation Starting base salary: $37.97 - $60.64 per hour. Exact compensation may vary based on skills, experience, and location. Benefits and Perks Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date Generous 401(k) company matching contribution Career Development through Tuition Reimbursement and other internal upskilling and training resources Valued Time Away benefits including vacation, sick and volunteer time Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs Career Mobility support from a dedicated recruitment team Colleague Resource Groups to support networking and community engagement Get a more detailed look at our Benefits and Perks. 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. INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT City National Bank fosters an inclusive environment where all forms of diversity are valued and leveraged to make us a better company and employer. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status or other basis protected by law. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. *Represents basic qualifications for the position. To be considered for this position, you must at least meet the required qualifications. careers.cnb.com accepts applications on an ongoing basis, until filled. Unless otherwise indicated as fully remote, reporting into a designated City National location is an essential function of the job. #J-18808-Ljbffr