Client Services Lead

Overview

The Client Services Lead is responsible for processing all requests received by either Relationship Managers or Client Services Officers into their appropriate systems. This position performs transactions within assigned signature authority limits supporting the Relationship Managers and Client Services Officer. Must be able to work in a fast‑paced environment, multi‑task, and work under minimal general supervision. Relies on experience with established procedures to complete tasks related to Bank administration matters.

 

What You'll Do:

• Processes all requests received from Relationship Managers or Client Services Officers by entering them into the appropriate systems.
• Processes transactions within assigned signature‑authority limits to support the RM.
• Responsible for client retention and satisfaction by responding to all Deposit and Loan requests and inquiries in a timely and efficient manner.
• Proactively initiates contact with clients as needed to provide superior service.
• Responsible for handling loan servicing requests such as advances, pay-downs, copies of statements and bills, research on billing issues, insurance, escrows, flood insurance, etc.
• Actively participates in the On-Boarding of new clients by opening and processing all types of accounts, products and/or services.

Serves as the client’s primary servicing point of contact, maintaining thorough knowledge of the relationship:

• Issuing and collecting appropriate Deposit account documents and disclosures
• Coordinating with Electronic banking, Treasury Management and debit card services to issue, implement and training as necessary.
• Creates and maintains proper Households.
• Set up in Analysis composites.
• Refer new check order to PCG Support Team once specs have been collected.

Responsible for ensuring Regulatory Excellence:

• Making and inputting decisions on overdrafts (within their authorized limits)
• The first client contact to collect missing signature cards and other applicable signature documents relating to new Deposit accounts.
• The first client contact to satisfy BSA/RFI requests.
• The first client contacts to satisfy pending Loan Ticklers and late payments not related to a renewal of a loan.
• Upload all account documentation to the appropriate areas.
• Escalate all unresolved issues related to the above mentioned tasks to the RM.
• Completing Reg E disputes, resolving fraud, check disputes, check processing errors and all other activities related to the Aithent system.

Responsible for handling and processing all client requests or inquires related to Deposit accounts including but not limited to:

• CIS maintenance changes.
• Correcting CIP errors.
• Close accounts, complete closing code reason.
• Address changes.
• Change of Signer maintenance (including the issuance and collection of all appropriate signature documents and disclosures as applicable).
• Deposit Research – statements, check copies, balance inquires, etc.
• Responsible for the proper disposition of all exception items from Deposit Operations related to the clients they service.
• Composes and types letters, emails, and other special reports to support RMs.
• Organizes and maintains files on all clients.
• Maintains strong product knowledge.
• Identifies needs and cross sells bank products as needed and refers to other departments of the bank for lending or Treasury Management.
• Effectively communicates with other departments within the Bank, fully understanding the importance of teamwork and communication.
• Continually communicates with Relationship Managers regarding client activities, issues, and potential opportunities.
• Participates in on-site client visits and relationship reviews.
• Ensures compliance with the Bank’s operational, regulatory, and security policies and procedures.

Qualifications

• 8-10 years of of client service experience, and leading a team preferably in the financial service industry.  
• In-depth knowledge of banking products.
• Demonstrated ability to handle more complex customer service needs.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Pleasant, friendly attitude, with an ability to adapt to change.
• Strong listening skills, attention to detail, and decision-making skills.
• Demonstrated ability to work in a fast-paced environment.
• Ability to think creatively / be innovative .
• Strong PC skills, including Microsoft Office Suite. Loan Originations Systems experience a plus.

Education

• Associate's 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 [email protected] 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.