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CLIENT SERVICES PROFESSIONAL MANAGER I
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WHAT IS THE OPPORTUNITY?
Responsible for managing a team of dedicated client servicing professionals. Provide support for direct reports to ensure an exceptional client service experience. Use product knowledge and standard procedures to provide proactive and reliable solutions to support colleagues. Handle escalations from and provide support to colleagues. Responsible for appropriate interpretation and implementation of all Bank policies and procedures.
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WHAT WILL YOU DO?
- Entrepreneurial sense of ownership of escalated inquiries & requests, with proactive anticipation of client and colleague needs. Critical thinking to creatively resolve client issues while following standard practices and procedures. Can independently solve complex problems of a non-recurring nature. Takes a general perspective on problems and spots new, less obvious solutions.
- Provides appropriate instruction and guidance on day-to-day work and new assignments for the team. Works independently. Exercises judgment in selecting methods and techniques for obtaining solutions. Able to determine when collaboration or escalation are
- Managing direct reports through metrics reporting, goal setting, and coaching.
- Live agent support through chat and phone escalations
- Providing support for colleagues conducting extensive research for inquiry resolution
- Completes corporate and non-corporate performance appraisals, performance counseling, recommends termination or other disciplinary action, as appropriate. Conducts interviews for open positions.
- Hosting trainings, team meetings, and direct report meetings for feedback, coaching, and development.
- Supporting special projects as assigned
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WHAT DO YOU NEED TO SUCCEED
Required Qualifications*
- Bachelor's Degree or equivalent
- 5-7 years of customer service, banking, operations and/or relationship management support experience.
- 5-7 years of prior leadership experience and/or management of direct reports.
- 5-7 years of bank products, documentation, and servicing experience.
Additional Qualifications
- Advanced expertise across a variety of banking products.
- Ability to understand business processes and their impacts (upstream/downstream).
- Ability to educate and support colleagues.
WHAT'S IN IT FOR YOU?
Compensation
Starting base salary: $78,970 - $126,140 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.
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 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
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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.
Unless otherwise indicated as fully remote, reporting into a designated City National location is an essential function of the job.
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.
Unless otherwise indicated as fully remote, reporting into a designated City National location is an essential function of the job.
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