Client Services Specialist

City National Bank of Florida•Fort Lauderdale, FL

About The Position

The Client Services Specialist meets the servicing needs of large Corporate, Real Estate, Business Banking, and Private Client Group clients through integrated delivery of Depository, Loan, and Treasury Management services. The role applies banking knowledge to support clients 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 contact and manages client onboarding, deposit and loan servicing, regulatory requests, account maintenance, and follow-up activities. The role works closely with Relationship Managers and internal departments, supports client retention and satisfaction, identifies cross-selling opportunities, and participates in on-site client visits and relationship reviews as needed. The position also maintains client files and records, prepares client-related communications and reports, and ensures compliance with the Bank’s operational, regulatory, and security policies and procedures.

Requirements

At least 2 years of experience in client service; experience in financial services is preferred.
Ability to address client inquiries, resolve issues, and provide comprehensive support in a financial services environment.
In-depth expertise in 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 supporting client satisfaction.
Proficiency with loan and depository systems and banking software for transaction processing, client account management, and system issue resolution.
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 skills, phone etiquette, and customer service capabilities, with 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 client service roles within the financial services industry.

Responsibilities

Promptly and efficiently address client service requests and inquiries to support client retention and satisfaction.
Initiate client outreach as needed and follow company policies and regulatory requirements.
Process loan servicing requests, including advances, pay-downs, statements and bill copies, billing issues, insurance, escrows, and flood insurance.
Manage onboarding by opening and processing accounts, products, and services.
Serve as a primary client servicing contact and maintain comprehensive knowledge of client relationships.
Issue, collect, and review deposit account documents and disclosures, including through DocuSign or in person, and upload documents within defined timeframes in line with CNB P&P.
Coordinate with Electronic Banking and Treasury Management on onboarding status, forms, implementation, and training.
Complete customer profiles/CIP, Bizchex-Chexsystem, ownership information, account profiles, list checks, OFAC checks, and Google searches.
Set up and maintain analysis composites, coordinate integration of account information, and ensure client data is linked and balanced for analysis and reporting.
Handle domestic and international wire transfers, internal transfers, stop payments, cashier’s checks, and debit cards in line with CNB P&P.
Make decisions or collect required approvals and enter overdraft decisions in EIM within authorized limits.
Contact clients to collect missing documents and other items related to new deposit or loan accounts and BSA/RFI requests; complete requests within stated timeframes, including EDD/KYC updates, PO Alert, OFAC, and High Risk Review requests.
Ensure compliance with regulatory requirements, including completing and updating KYCs/EDDs during and after onboarding.
Complete Regulatory Excellence Consultant (REC) findings requests within stated timeframes.
Follow up on onboarding and maintenance requests using system reports, including account funding, Treasury Management implementation, Online Banking setup, and KYC status; contact clients to address questions and confirm setup.
Escalate unresolved issues related to assigned responsibilities 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.
Manage deposit account requests, including CIS maintenance, CIP error correction, account closures and closing codes, address changes, signer changes and related documents, and deposit research.
Ensure proper disposition of exception items from Deposit Operations and the Non-Post database related to served clients.
Prepare letters, emails, and special reports related to client needs, such as Excel sheets, PowerPoint presentations, and organizational charts.
Organize and maintain deposit and loan client files, including creating customer folders and subfolders as requested.
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 effectively with other bank departments and maintain ongoing communication with Relationship Managers about client activities, issues, RFI status, compromised accounts, and potential opportunities.
Participate in on-site client visits and relationship reviews as needed.
Facilitate collection of client items for Relationship Managers as outlined in loan-closing checklists for new loans, modifications, renewals, and related requests.
Support Relationship Manager dashboard and pipeline management; create opportunities; complete KYC with Relationship Managers; coordinate payoffs/releases and fee waivers; and resolve past dues, maturing loans, minimum deposit requirements, and covenants.
Collect, review, and upload loan-required ticklers (covenants) in accordance with loan conditions.
Adhere to the Bank’s operational, regulatory, and security policies and procedures.