Manager Client Services - Onboarding

MANAGER CLIENT SERVICES

East Coast Based (NYC or DE)

Required: Hybrid In-Office (4 Days per week)

WHAT IS THE OPPORTUNITY?

This position leads the client and operational services activities of the Middle Market Servicing unit. Responsible for the client onboarding experience for all new clients. Oversees KYC, BSA, document intake/validation, and account establishment. Manages the risk associated with the operational aspects of client relationships and their business transactions. Monitors and maintains procedures and controls to ensure compliance with bank policies and industry regulations. Ensures client centered experience of exceeding expectations is established and transitioned after account opening. Provides support to the Relationship Team (RM, Credit, Treasury, etc.) as needed. This position acts as a liaison to other departments throughout the bank to identify solutions and resolve any opportunities that have an impact on the customer experience.

WHAT WILL YOU DO?

• Oversee client and operation onboarding workflow from initial meeting to client servicing handoff.
• Knowledgeable - Comprehensive knowledge of all aspects of operational banking functions including technical proficiency with legal documentation, KYC, commercial product utilization and basic proficiency with all Treasury/Loan related products. General knowledge of complex support systems, department efficiency and productivity, and personnel policies and procedures.
• Responsive - Ensures an exceptional client service experience standard is met. Identifies and escalates exception conditions as appropriate. Advises management on issues affecting client experience ensuring the timely research and resolution of issues and impediments.
• Accountable - Identifies and resolves complaints, problems and/or issues, to avoid financial/key relationship loss to the Bank. Takes appropriate action to prevent future issues as necessary to identify root cause and go forward solutions.
• Engaged - Participates in on-boarding activities independently or with the Relationship Managers, Treasury and Underwriting Teams.
• Risk - Monitors and is accountable for ensuring that the team consistently complies with all City National Bank policies and procedures, established controls, and applicable regulations to mitigate risk.
• Solution Oriented - Identifies and implements new processes and procedures to improve workflow and efficiency.
• Communication - Excellent verbal and written communication skills to effectively interact with all levels of management and staff.
• Establish/Review/Monitor reporting to identify trends with SLAs related to account opening, KYC, product opening, and quality on a regular basis via weekly and monthly reporting and reviews.
  
  

WHAT DO YOU NEED TO SUCCEED?

Required Qualifications*

• Minimum 5 years experience in commercial/middle market banking client service, operations or relationship management support required
• Minimum 3 years experience in commercial/middle market onboarding experience required
• Minimum 2 years lead or supervisory experience
  
  

WHAT'S IN IT FOR YOU?

Compensation

Starting base salary: $92,114 - $156,880 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.

Benefits and Perks

Benefits

At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues including:

• 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.