Client Services Specialist

City National Bank of Florida•Coral Gables, FL

About The Position

The Client Services Specialist supports large Corporate, Real Estate, Business Banking, and Private Client Group clients through integrated 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 independent work with minimal supervision, the ability to manage multiple tasks in a fast-paced environment, and strong organizational and problem-solving skills. The specialist serves as a primary client servicing contact and manages onboarding, deposit and loan servicing, treasury-related requests, client records, regulatory requests, exception items, and follow-up activities. The position works with Relationship Managers and internal departments, supports client retention and satisfaction, identifies and refers appropriate product opportunities, and participates in client visits and relationship reviews as needed. The specialist must maintain compliance with the Bank’s operational, regulatory, and security policies and procedures.

Requirements

Minimum 2 years of experience in client service; experience in financial services is preferred.
Demonstrated 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 maintaining client satisfaction.
Proficiency with loan and depository systems and banking software for transaction processing, 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, phone 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.

Responsibilities

Promptly address client service requests and inquiries, initiate outreach as needed, and support client retention and satisfaction while following company policies and regulatory requirements.
Independently process loan servicing requests, including advances, pay-downs, statement and bill copies, billing issues, insurance, escrows, and flood insurance matters.
Manage onboarding by opening and processing client accounts, products, and services; collect and review deposit documents and disclosures; upload documents within required timeframes; and coordinate with Electronic Banking and Treasury Management on 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 account information with cross-functional teams, 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 accordance with CNB policies and procedures.
Obtain or make authorized decisions on overdrafts and enter decisions in EIM within authorized limits.
Contact clients to collect missing documents for new deposit and loan accounts and to satisfy BSA/RFI requests; complete BSA requests, including EDD/KYC updates, PO Alerts, OFAC, and High Risk Reviews, within specified timeframes.
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 with questions and escalate unresolved issues to the Relationship Manager or Supervisor.
Complete Reg E disputes and resolve fraud, check disputes, check-processing errors, and other Aithent system activities.
Process deposit account requests, including CIS maintenance, CIP corrections, account closures and closing codes, address changes, signer changes and related documents, and deposit research.
Ensure proper disposition of deposit exception items and items in the Non-Post database for clients served.
Prepare letters, emails, reports, spreadsheets, presentations, and organizational charts related to client needs.
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 effectively with other bank departments and maintain ongoing communication with Relationship Managers 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.
Facilitate collection of required 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 in collaboration with Relationship Managers; coordinate payoffs, releases, and fee waivers; and resolve past-due matters, maturing loans, Minimum Deposit Requirements, and covenants.
Collect, review, and upload loan-required ticklers and covenants in accordance with loan conditions.