Client Service Professional (Onboarding) - Personal and Business Banking at City National Bank
New York, NY 10036
About the Job
MANAGER - CLIENT- VIRTUAL CONCIERGE WHAT IS THE OPPORTUNITY? The Client manager is responsible for contributing to overall branch sales efforts, maintaining first-in class service levels for their branch, and all aspects of operational integrity for the branch and colleagues.Responsible for hiring, development, and coaching of branch internal sales/service colleaguesProvide the motivation and direction to colleagues to achieve exemplary service levels when working with or for the client in problem resolutionSupport internal sales activities including developing product knowledge with their team, and train/lead the sales/service team to recognize referral and sales opportunities and making appropriate product/service recommendations on a consistent basis
Work directly with the branch manager to lead with a team approach in meeting the sales goals for the entire branch
Working with internal sales/service team, will also support branch manager and RM(s) in building and maintaining their client relationships including making joint client calls as neededProvide expertise in risk management and loss prevention policies and procedures and are responsible for monitoring and auditing their respective office for compliance with these policies and procedures
Ensure regulatory compliance and colleague adherence to CNB policies and procedures are being met.For de novo branches the Client Manager will be engaged in some level of external business development activity in support of building a baseline of business for the new branch including:Leads and manages the internal sales/service process including outbound calling efforts, client/prospect site visits, cross-sell opportunities with existing portfolio, and works with internal partners for new opportunitiesAcquisition of new business and personal client relationships for either their portfolio or transfer to other sales colleagues if appropriateFacilitate their direct reports achievement of new client acquisition and cross-sell goals What you will do COLLEAGUE MANAGEMENT Proactively guides colleagues and teams to achieve results, accurately assesses strengths and develops needs of colleagues; provides feedback, mentoring, helpful counsel and opportunities for development to help colleagues achieve their full potential
Ensures products and sales/services training is completed to provide clients with appropriate solutions
Responsible for managing and conducting annual reviews for the internal sales/service team
CLIENT SERVICE Acts as a champion for clients and colleagues providing exemplary service
Partners with CNB colleagues in all divisions of the bank to support client retention objectives and proactively promotes solutions appropriate to clients
SALES MANAGEMENT & SUPPORT Supports sales/service colleagues, RM’s, and managers in building and maintaining branch client relationships
Works with business partners to deliver solutions in order to maintain and grow client relationships
Recognizes and recommends cross-selling opportunities to maximize banking office profitability
Leads and manages internal sales process including outbound calling efforts, client site visits, create opportunities with existing portfolio and works with internal partners for new opportunities
OPERATIONS Responsible for the operational integrity of the branch
Is the expert in risk management and loss prevention
Completes, monitors and audits branch certifications and operational reviews
Ensures regulatory compliance and effectively communicates and implements changes to policy and procedure
Competencies BUILDING EFFECTIVE TEAMS Blends people into teams when needed: creates strong morale and spirit in his/her team: shares wins and successes: fosters open dialogue; lets people finish and be responsible for their work, defines success in terms of the whole team; creates a feeling of belonging in the team
CLIENT FOCUS Is dedicated to meeting the expectations and requirements of internal and external clients; gets first-hand client information and uses it for improvements in products and services; acts with clients in mind; establishes and maintains effective relationships with clients and gains their trust and respect
DEALING WITH AMBIGUITY Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can manage risk
DECISION QUALITY Makes good decisions based upon a mixture of analysis, wisdom, experience, and judgment: sought out by others for advice and solutions
DIRECTING OTHERS Is good at establishing clear directions; sets stretching objectives; distributes workflow appropriately; lays out work in well-planned and organized manner; maintains two-way dialogue with others on work results; brings out the best in people; is a clear communicator
HIRING AND STAFFING Has a nose for talent; hires the best people available from inside or outside; is not afraid of selecting strong people; assembles talented staff
INTERPERSONAL SAVVY Relates well to all kinds of people, up, down and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably
MANAGERIAL COURAGE Doesn’t hold back anything that needs to be said; provides current, direct, complete and “actionable” positive and corrective feedback to others; lets people know where they stand
Faces up to people problems on any person or situation quickly and directly
Is not afraid to take corrective action when necessary
PRIORITY SETTING Spends time on what’s important
Quickly zeros in on the critical few and puts the trivial many aside
Identifies and eliminates roadblocks and creates focus
SALES MANAGEMENT STRATEGIES Develop and train all service colleagues to actively participate in sales activity
Stays focused on critical importance of sales and understands and supports the daily efforts necessary to be successful
Works diligently with sales manager to create effective communication with branch – allocating the time/energy within the service team to support prioritized sales strategies
DRIVE FOR RESULTS Can be counted on to exceed goals successfully; is consistently one of the top performers; bottom-line oriented and steadfastly pushes self and others for results
Responsible for the operational integrity of the branch
Responsible for monitoring and auditing their respective office for compliance with policies and procedures
Deals with a variety of complex activities, transactions and issues
Provides the motivation and direction to colleagues to achieve exemplary service levels when working with or for the client in problem resolution
This person is key in the hiring, development and coaching of branch operations colleagues
This person will support sales colleagues to build and maintain branch client relationships Must-Have* Bachelor's Degree or equivalent Minimum 4 years of direct client service experience required
Minimum 4 years experience in a banking environment required
Minimum 3 years of supervisory or management experience required
Skills and Knowledge Excellent knowledge of Bank policies and procedures and regulatory compliance
Strong knowledge of Bank products and services
Strong knowledge of Bank audit procedures
Excellent interpersonal, verbal and written communication skills
Excellent organizational and time management skills and ability to prioritize work
Strong problem solving skills
Strong, demonstrated leadership and team building skills
Compensation Starting base salary: $59,467 - $94,975 per year
Exact compensation may vary based on skills, experience, and location
This job is eligible for bonus and/or commissions
*To be considered for this position you must meet at least these basic qualifications The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification
It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job
Benefits and Perks At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues
Get an inside look at our Benefits and Perks
INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT City National Bank is an equal opportunity employer committed to diversity and inclusion
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other basis protected by law.' ABOUT CITY NATIONAL We start with a basic premise: Business is personal
Since day one we've always gone further than the competition to help our clients, colleagues and community flourish
City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues to drive phenomenal growth today
City National is a subsidiary of Royal Bank of Canada, one of North America’s leading diversified financial services companies.
Work directly with the branch manager to lead with a team approach in meeting the sales goals for the entire branch
Working with internal sales/service team, will also support branch manager and RM(s) in building and maintaining their client relationships including making joint client calls as neededProvide expertise in risk management and loss prevention policies and procedures and are responsible for monitoring and auditing their respective office for compliance with these policies and procedures
Ensure regulatory compliance and colleague adherence to CNB policies and procedures are being met.For de novo branches the Client Manager will be engaged in some level of external business development activity in support of building a baseline of business for the new branch including:Leads and manages the internal sales/service process including outbound calling efforts, client/prospect site visits, cross-sell opportunities with existing portfolio, and works with internal partners for new opportunitiesAcquisition of new business and personal client relationships for either their portfolio or transfer to other sales colleagues if appropriateFacilitate their direct reports achievement of new client acquisition and cross-sell goals What you will do COLLEAGUE MANAGEMENT Proactively guides colleagues and teams to achieve results, accurately assesses strengths and develops needs of colleagues; provides feedback, mentoring, helpful counsel and opportunities for development to help colleagues achieve their full potential
Ensures products and sales/services training is completed to provide clients with appropriate solutions
Responsible for managing and conducting annual reviews for the internal sales/service team
CLIENT SERVICE Acts as a champion for clients and colleagues providing exemplary service
Partners with CNB colleagues in all divisions of the bank to support client retention objectives and proactively promotes solutions appropriate to clients
SALES MANAGEMENT & SUPPORT Supports sales/service colleagues, RM’s, and managers in building and maintaining branch client relationships
Works with business partners to deliver solutions in order to maintain and grow client relationships
Recognizes and recommends cross-selling opportunities to maximize banking office profitability
Leads and manages internal sales process including outbound calling efforts, client site visits, create opportunities with existing portfolio and works with internal partners for new opportunities
OPERATIONS Responsible for the operational integrity of the branch
Is the expert in risk management and loss prevention
Completes, monitors and audits branch certifications and operational reviews
Ensures regulatory compliance and effectively communicates and implements changes to policy and procedure
Competencies BUILDING EFFECTIVE TEAMS Blends people into teams when needed: creates strong morale and spirit in his/her team: shares wins and successes: fosters open dialogue; lets people finish and be responsible for their work, defines success in terms of the whole team; creates a feeling of belonging in the team
CLIENT FOCUS Is dedicated to meeting the expectations and requirements of internal and external clients; gets first-hand client information and uses it for improvements in products and services; acts with clients in mind; establishes and maintains effective relationships with clients and gains their trust and respect
DEALING WITH AMBIGUITY Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can manage risk
DECISION QUALITY Makes good decisions based upon a mixture of analysis, wisdom, experience, and judgment: sought out by others for advice and solutions
DIRECTING OTHERS Is good at establishing clear directions; sets stretching objectives; distributes workflow appropriately; lays out work in well-planned and organized manner; maintains two-way dialogue with others on work results; brings out the best in people; is a clear communicator
HIRING AND STAFFING Has a nose for talent; hires the best people available from inside or outside; is not afraid of selecting strong people; assembles talented staff
INTERPERSONAL SAVVY Relates well to all kinds of people, up, down and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably
MANAGERIAL COURAGE Doesn’t hold back anything that needs to be said; provides current, direct, complete and “actionable” positive and corrective feedback to others; lets people know where they stand
Faces up to people problems on any person or situation quickly and directly
Is not afraid to take corrective action when necessary
PRIORITY SETTING Spends time on what’s important
Quickly zeros in on the critical few and puts the trivial many aside
Identifies and eliminates roadblocks and creates focus
SALES MANAGEMENT STRATEGIES Develop and train all service colleagues to actively participate in sales activity
Stays focused on critical importance of sales and understands and supports the daily efforts necessary to be successful
Works diligently with sales manager to create effective communication with branch – allocating the time/energy within the service team to support prioritized sales strategies
DRIVE FOR RESULTS Can be counted on to exceed goals successfully; is consistently one of the top performers; bottom-line oriented and steadfastly pushes self and others for results
Responsible for the operational integrity of the branch
Responsible for monitoring and auditing their respective office for compliance with policies and procedures
Deals with a variety of complex activities, transactions and issues
Provides the motivation and direction to colleagues to achieve exemplary service levels when working with or for the client in problem resolution
This person is key in the hiring, development and coaching of branch operations colleagues
This person will support sales colleagues to build and maintain branch client relationships Must-Have* Bachelor's Degree or equivalent Minimum 4 years of direct client service experience required
Minimum 4 years experience in a banking environment required
Minimum 3 years of supervisory or management experience required
Skills and Knowledge Excellent knowledge of Bank policies and procedures and regulatory compliance
Strong knowledge of Bank products and services
Strong knowledge of Bank audit procedures
Excellent interpersonal, verbal and written communication skills
Excellent organizational and time management skills and ability to prioritize work
Strong problem solving skills
Strong, demonstrated leadership and team building skills
Compensation Starting base salary: $59,467 - $94,975 per year
Exact compensation may vary based on skills, experience, and location
This job is eligible for bonus and/or commissions
*To be considered for this position you must meet at least these basic qualifications The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification
It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job
Benefits and Perks At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues
Get an inside look at our Benefits and Perks
INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT City National Bank is an equal opportunity employer committed to diversity and inclusion
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other basis protected by law.' ABOUT CITY NATIONAL We start with a basic premise: Business is personal
Since day one we've always gone further than the competition to help our clients, colleagues and community flourish
City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues to drive phenomenal growth today
City National is a subsidiary of Royal Bank of Canada, one of North America’s leading diversified financial services companies.
