Client Services Specialist

City National Bank of Florida•Ft. Lauderdale, FL

About The Position

The Client Services Specialist supports large Corporate, Real Estate, Business Banking, and Private Client Group clients through the integrated delivery of depository, loan, and Treasury Management services. The role applies banking knowledge to meet client needs promptly and efficiently while following banking procedures and regulatory requirements. It requires managing multiple tasks in a fast-paced environment, working independently with minimal supervision, and using strong organizational and problem-solving skills to meet client expectations. The specialist serves as a primary client-service contact, supporting onboarding and ongoing account maintenance, loan servicing, transfers and other banking transactions, regulatory requests, dispute resolution, and deposit and loan documentation. The position coordinates with Relationship Managers and other bank departments, maintains client files and data, follows up on onboarding and maintenance activities, identifies opportunities to cross-sell products, and participates in client visits and relationship reviews as needed.

Requirements

At least 2 years of experience in client service; financial-services experience is preferred.
Demonstrated ability to address client inquiries, resolve issues, and provide comprehensive support in a financial-services environment.
In-depth knowledge of banking products and services, particularly loan servicing, depository, and Treasury Management products.
Ability to work independently and efficiently in a high-pressure environment while managing tasks and maintaining client satisfaction.
Proficiency with loan and depository systems and banking software for processing transactions, managing accounts, and resolving system issues.
Expertise in Microsoft Word, Excel, and Outlook, including generating reports, analyzing data, and communicating through office applications.
Advanced verbal and written communication skills, including the ability to explain complex banking concepts clearly and professionally.
Strong attention to detail and ability to manage multiple tasks while maintaining quality and accuracy.
Advanced interpersonal, telephone etiquette, and customer-service skills, including experience managing client relationships and addressing inquiries professionally.
Associate’s degree in Business or a related field, or an equivalent combination of education and relevant professional experience.

Nice To Haves

Experience in the financial-services industry.
Associate’s degree in Business or a related field.

Responsibilities

Address client service requests and inquiries promptly, initiate outreach when needed, and support client retention and satisfaction while following company policies and regulatory requirements.
Process loan servicing requests, including advances, pay-downs, statement and bill copies, billing issues, insurance, escrows, and flood insurance matters.
Manage new-client onboarding by opening and processing accounts, products, and services; collect, review, and upload required documents and disclosures; and coordinate with Electronic Banking and Treasury Management on implementation and training.
Complete customer profiles, CIP and ownership information, account profiles, system checks, and OFAC and Google searches.
Set up and maintain analysis composites and coordinate with other teams to ensure client account data is integrated, linked, balanced, and accurately represented for analysis and reporting.
Handle domestic and international wire transfers, internal transfers, stop payments, cashier’s checks, and debit cards in accordance with bank procedures.
Obtain or make authorized overdraft decisions and enter decisions in EIM; contact clients to collect missing documents and respond to BSA/RFI requests, including EDD/KYC updates, PO Alerts, OFAC, and High Risk Reviews.
Complete regulatory requests and REC findings within their stated timeframes, and maintain required KYC/EDD updates during onboarding and the client relationship.
Follow up on onboarding and maintenance requests, including account funding, Treasury Management implementation, Online Banking setup, and KYC status; contact clients to confirm setup and escalate unresolved issues to the Relationship Manager or Supervisor.
Complete Reg E disputes and resolve fraud, check disputes, check-processing errors, and other activities related to the Aithent system.
Process deposit-account requests, including CIS maintenance, CIP corrections, account closures and closing codes, address changes, signer changes and associated documents, and deposit research.
Ensure proper disposition of exception items from Deposit Operations and the Non-Post database for clients served.
Prepare client-related letters, emails, and reports, including Excel sheets, PowerPoint presentations, and organizational charts.
Organize and maintain deposit and loan client files, including requested customer folders and subfolders.
Maintain product knowledge, attend training as needed, assess client needs, cross-sell bank products and services, and refer opportunities to lending, Treasury Management, or Wealth Management.
Communicate and collaborate with bank departments and Relationship Managers regarding client activities, issues, RFI status, compromised accounts, and potential opportunities.
Participate in on-site client visits and relationship reviews as needed.
Follow the Bank’s operational, regulatory, and security policies and procedures.
Collect required items for Relationship Managers according to loan-closing checklists for new loans, modifications, renewals, and related requests.
Support Relationship Manager dashboard and pipeline management; create opportunities; complete KYC in collaboration with Relationship Managers; coordinate payoffs, releases, and fee waivers; resolve past dues and issues involving maturing loans, minimum deposit requirements, and covenants.
Collect, review, and upload loan-required ticklers and covenants in accordance with loan conditions.