Description

CalPrivate Bank - equal opportunity employer, committed to diversity, equity and inclusion!!!

Job Title - Regional Client Support Manager

Department - Lending

Reports To - Market Manager

FLSA Status - EXEMPT

Job Summary:

Works directly with the Market Manager (“MM’) to administer the delivery of services to clients as well as provide support to business development, client management, and service delivery teams. Serving as a link between business management and clients, a client support manager plays an integral role in business communications. Liaise with branches and operations support to ensure the client service experience and message is consistent throughout the region. Provide support on opening new accounts for the team. Assist with marketing efforts and initiatives where directed. Manage projects on behalf of the MM. Primary interface with Bank clients, prospects and team members. Significant interaction with client base and prospective clients. Oversee and manage the Specialty Banking portfolio, with a focus on retention and portfolio growth 

Duties and Responsibilities

• Provide creative, service-driven, solutions-oriented experience to clients to transition, maintain and/or establish solid relationships on behalf of the Bank.
• Responsible for opening new accounts which includes gathering all documentation, vetting as needed, reports such as OFAC, entering data into the document preparation platform, obtaining signatures and uploading to the core. 
• Prep, obtain signatures, approvals, etc. for Treasury Management services, work with the TM department to onboard.
• Prep a closing package as required by the Branch so that the new account can be called-back and the opening deposit can be made.
• Primary contact for clients initiating transactions. Verifying the request is authorized, obtaining back up if needed, call-back to the requestor, and forward to Branch for processing. 
• Implement a calling program with COI’s, existing and target clients to promote and sell products and services that meet their needs. 
• Identify and manage networking events and conferences. Work directly with vendors, accounts payable, marketing, event coordinators and sales team to promote the bank. Create a sustainable plan for pre and post event tactics, to ensure all opportunities are leveraged.
• Exceed client service expectations. Build superior client relationships.
• Assist MM and SP Team with prospect meetings. Collect information for deposit and loan applications; promote Bank products and services as needed.
• Access Intrafi and Core system to verify data for new accounts and support client requests.
• Obtain court documents from the COI, Client or court to meet the account opening requirements.
• Oversee the account disbursements, working closely with the COI, Client, Account Officer and Operations team.
• Assist with developing marketing plans/materials, management reporting, regulatory reporting, compliance, new product development, etc.
• Be willing to do what it takes to meet growth and financial plans and objectives.
• Assist in building and maintaining a service driven upbeat bank culture. Understand and drive the Banks vision.
• Represent the Bank and region in networking industry activities, CRA activities and employee initiatives.
• Work with all the Bank’s team members to ensure compliance with Bank policies and procedures. 
• Retention Goal of 40% Specialty Banking balances – annual goal
• Annual Goal of $5 million in New Funds. 

BSA/AML Compliance Responsibilities

This position includes direct or indirect interaction with customers and other employees and therefore includes responsibilities relating to BSA/AML. The employee will have opportunity to examine and view information and documents produced by other employees of the Bank relating to BSA and therefore has the obligation to report suspicious activity to the BSA Officer as appropriate. The employee is responsible for understanding and following the Bank’s BSA/AML policies including elevating suspicious activity to the BSA Officer. Additionally, the employee is required to understand and follow the Bank’s compliance program. 

Physical Demands:

• Regularly required to talk or listen
• Frequently required to use hands and fingers to handle or feel, reach with hands or arms.
• Required to sit for long periods of time
• Occasionally required to stand and walk
• Specific vision abilities required by this position include close vision and the ability to focus.
• Primarily sedentary office environment
• Required to operate office equipment, including but not limited to computer, printers/copiers

Requirements

Qualifications

• Minimum 5-7 years of banking management, new accounts, client servicing and operations experience
• Excellent client relationship transition experience
• Strong ability to work with clients, peers and other team members to gain trust and results.
• Competency in Bank compliance and audit policies/procedures.

Competencies

Problem Solving

• Identify and resolve problems in a timely manner.
• Ability to seek out and digest collaborative input and resolutions.
• Gather and analyze information prior to completing a task.
• Self-starter with a proactive mindset and ability to anticipate challenges without specific direction. Ability to see what needs to be done and execute on it with minimal supervision.
• Excellent problem-solving skills and a strong sense of ownership over tasks, including follow-through, possesses a willingness to do what it takes to get the job done.

Quality Management

• Strong ability to multi-task and manage shifting priorities and accomplish tasks accurately and in a timely manner.
• Understands and applies the appropriate level of urgency to job/tasks and meets tight deadlines.

Self-Management

• Performs with minimal supervision. Seeks help, asks questions, observes and utilizes resources consistently.
• Able to adapt quickly and effectively to unexpected changes.
• Proactive, organized multi-tasking individual that is self-directed.
• Proactive, forwarding-thinking problem-solving skills.
• Strive to continuously build knowledge and skills.

Communication

• Ability to effectively present information and respond to questions from other employees, managers, clients, customers and vendors.
• Strong communication skills for a global audience and in general, both verbal and written in all forms, using all media.
• Ability to effectively present information and respond to questions from other employees, managers, clients, customers and vendors.
• Excellent communicator, both in-person and in writing.
• Responds well to questions and relays answers clearly.

Judgment

• Strong ability to exercise/demonstrate good judgment and sound decision making.
• Can prioritize projects and shift attention among changing tasks and priorities.
• Includes appropriate people in decision-making.

Teamwork

• Actively contributes to building a positive team spirit
• Balances team and individual responsibilities
• Supports everyone’s efforts to succeed