Client Services Specialist

City National Bank of Florida•Orlando, FL

About The Position

The Client Services Specialist Senior supports large Corporate, Real Estate, Business Banking, and Private Client Group clients by delivering Depository, Loan, and Treasury Management services. The role applies banking knowledge to address 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 maintaining strong organizational and problem-solving skills. The specialist serves as a primary point of contact for client servicing and onboarding. Responsibilities include processing loan and deposit requests, opening accounts and services, maintaining client and account records, coordinating Treasury Management and Electronic Banking implementation, handling transfers and other transactions, addressing disputes and exceptions, and following up on onboarding and maintenance activities. The position also supports Relationship Managers with loan-closing and portfolio activities, communicates with internal teams, identifies opportunities for cross-selling or referral, and participates in client visits and relationship reviews as needed. The specialist is responsible for maintaining client files and documentation and ensuring compliance with the Bank’s operational, regulatory, and security policies.

Requirements

5–7 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 transactions, 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, telephone etiquette, and customer service skills, including experience managing client relationships and addressing inquiries professionally.
Bachelor’s degree in Business or equivalent work experience; an equivalent combination of education and relevant professional experience may be considered.

Nice To Haves

Experience in client service roles within the financial services industry.

Responsibilities

Address client service requests and inquiries promptly to support client retention and satisfaction; conduct outreach as needed.
Process loan servicing requests, including advances, pay-downs, statements and bill copies, billing issues, insurance, escrows, and flood insurance matters.
Open and process client accounts, products, and services, and manage onboarding for new clients.
Serve as a primary point of contact for client servicing and maintain comprehensive knowledge of client relationships.
Issue, collect, and review deposit account documents and disclosures, and upload documents within required timeframes in accordance with CNB policies and procedures.
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 searches, and Google searches.
Set up and maintain analysis composites and coordinate account data across teams to support accurate analysis and reporting.
Handle domestic and international wire transfers, internal transfers, stop payments, cashier’s checks, and debit cards in accordance with CNB policies and procedures.
Make or collect appropriate approvals and enter overdraft decisions in EIM within authorized limits.
Contact clients to collect missing documents for new deposit and loan accounts and to satisfy BSA/RFI requests within specified timeframes, including EDD/KYC updates, PO Alerts, OFAC, and High Risk Reviews.
Complete KYC/EDD onboarding and updates, and respond to Regulatory Excellence Consultant findings within required 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 answer questions and confirm setup.
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 servicing requests, including CIS maintenance, CIP corrections, account closures and closing codes, address changes, signer changes, and deposit research.
Ensure proper disposition of client-related exception items from Deposit Operations and the Non-Post database.
Prepare letters, emails, and special reports for client needs, including Excel sheets, PowerPoint presentations, and organizational charts.
Organize and maintain deposit and loan client files, including customer folders and subfolders.
Maintain product knowledge, attend training as needed, assess client needs, and cross-sell or refer relevant bank products and services.
Communicate and collaborate effectively with other bank departments.
Keep Relationship Managers informed about client activity, 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 and releases, fee waivers, past-due and maturing loans, minimum deposit requirements, and covenants.
Collect, review, and upload loan-required ticklers and covenants in accordance with loan conditions.