Client Service Manager

We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients.

At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.

To learn more about CIBC, please visit CIBC.com

What you’ll be doing

As a Client Service Manager, you will support Private Wealth relationship management efforts by delivering exceptional service to CIBC Private Wealth clients. This role is responsible for working with the Relationship Manager to build and maintain client relationships. The Client Service Manager works in a team-oriented environment with Relationship Managers, other Client Service Managers, custodians, and the operations department to deliver a seamless and integrated client experience.

At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview. 

How you’ll succeed

• Deliver high-touch service: Provide high-quality, high-touch service to Private Wealth Management (PWM) clients, ensuring their needs are met with professionalism and care.

• Manage onboarding and account support: Oversee new account onboarding, including account openings, facilitation of funding, and cost basis input.

• Handle client inquiries and maintenance requests: Manage general account inquiries and maintenance requests, including but not limited to transactions, holdings, balances, charitable gift requests, address changes, and tax reporting inquiries.

• Communicate effectively: Handle inbound and outbound telephone calls in a professional and courteous manner; route calls to the appropriate parties and conduct necessary follow-up to satisfy client requests.

• Ensure operational excellence: Manage client transactions including money movements (checks, ACH, wires, journal transfers), quarterly tax payments, charitable gift requests, and annual IRA contributions/RMDs accurately, within established deadlines, and in accordance with existing policies and procedures. Process address changes and other account updates accurately and within required timelines. Update portfolio asset allocation schedules.

• Problem-solve and follow through: Proactively anticipate and address client needs. Promptly Research and resolve client inquiries in a timely, thoughtful, and professional manner. Pursue continuous improvement and be a problem solver by anticipating obstacles, developing plans to overcome and looking for ways to improve.

• Support your team: Prepare materials for client and prospect presentations, meetings, and reviews. Assist Relationship Managers with strategizing, building, and implementing investment portfolios. Assist with trading on accounts. Provide ongoing portfolio maintenance. Assist in the training of less experienced staff, at management request. Participate in other duties as requested by Relationship Managers and Firm Management.

Who you are

• Educational background: You have a bachelor’s degree. It is a plus if you have your CFP.

• Industry experience: You have 5+ years of financial industry experience with demonstrated experience in a client service role and understand the needs of high-net-worth clients. Experience working with trust accounts preferred.

• Organized and efficient: You possess strong organizational skills and can manage working with multiple Advisors and clients at once. You effectively multi-task and manage priorities with minimal direction, even in a high-pressure environment.

• Collaborative and independent: You are self-motivated and able to work independently with minimal supervision but also collaborate well with client service colleagues and teams.

• Strong communicator: You have excellent written and oral communication skills and can develop professional relationships with co-workers and clients.

• Investment knowledge: You have a fundamental understanding of investments and capital markets.

• Adaptable and resourceful: You can quickly adapt to a rapidly changing business and technology environment and are able to learn proprietary software and databases.

• Problem-solver: You demonstrate exceptional problem-solving and follow-up skills.

• Technically proficient: You are highly proficient in Microsoft Word, PowerPoint, Outlook, and Excel, and are familiar with Schwab and Fidelity platforms (preferred).

• Values matter to you: You bring your real self to work and you live our values – trust, teamwork, and accountability.

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Sponsorship is not available for this position

At CIBC, we offer a competitive total rewards package. This role has an expected salary range of $80,000 - $95,000 for the Boston, MA market based on experience, qualifications, and location of the position. The successful candidate may be eligible to participate in the relevant business unit’s incentive compensation plan, which also may include a discretionary bonus component. CIBC offers a full range of benefits and programs to meet our employee’s needs; including Medical, Dental, Vision, Health Savings Account, Life Insurance, Disability, and Other Insurance Plans, Paid Time Off (including Sick Leave, Parental Leave, and Vacation), Holidays, and 401(k), in addition to other special perks reserved for our team members. 

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What CIBC Offers

At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.

• We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, a vacation offering, wellbeing support, and MomentMakers, our social, points-based recognition program.

• Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.

• We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.

*Subject to plan and program terms and conditions

What you need to know

• CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact [email protected]

• You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.

• We may ask you to complete an attribute-based assessment and other skills tests (such as simulation, coding, MS Office). Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.

Job Location

MA-Boston, 100 Federal St Fl 31

Employment Type

Regular

Weekly Hours

40

Skills

Active Listening, Budget Preparation, Client Service, Customer Experience (CX), File Maintenance, Interpersonal Communication, Presentation Preparations