Customer Service Officers

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. 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:
The first client contact to collect missing documents and other applicable items/ documents relating to new Deposit/loan accounts.
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.
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.
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:
Closing accounts and completing the closing code reason.
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.
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.
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.
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.
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.
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.
Associate's Degree in Business or related field or an equivalent combination of education and relevant professional experience may be considered.

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.