Client Support Associate, Commercial Banking

CIBC•Chicago, IL

About The Position

The Client Support Associate's primary purpose is to ensure objectives related to client service and support with CIBC’s internal portfolio management are met through servicing an assigned portfolio. This role involves client outreach and collaboration with Commercial Relationship Managers (RM’s) and Portfolio Managers, making the Client Services team a crucial resource for ensuring client satisfaction and the speedy resolution of client requests and transactions.

Requirements

Interpret, validate and execute internal and external client requests by establishing new customer’s signing authorities or amending existing customer’s signing authorities for complex corporate structures, conducting reviews of existing files and correcting documentation gaps relating to either signing authorities or AML, discovered during the vetting process
Focus on each client’s experience and connect on a personal level to make every interaction meaningful.
Anticipate client needs and communicate promptly with your team to build trust and deepen client relationships.
Identify activities, processes and opportunities to improve client experience.
Client-focused mindset: put clients first, engage with purpose to find the right solutions, and go the extra mile.
Goal-oriented: motivated by accomplishing goals and delivering best to make a difference.
Empathy and open-mindedness: care about people, understand different perspectives, listen and learn from others' experiences.
Attention to detail and critical thinking skills to inform decision making.
Alignment with company values: trust, teamwork, and accountability.
Active Listening
Banking
Client Satisfaction
Client Service
Communication
Customer Satisfaction
Regulatory Compliance
Risk Management

Responsibilities

Responsible for outstanding customer service and managing client relationships.
Responsible for timely and accurate processing of daily client requests (i.e., wires, cashier’s checks, internal transfers, account maintenance changes, etc.).
Responsible for the validation, review and obtaining approval within authority of day-to-day transactions for clients within RM’s portfolio (i.e., loan advances, etc.).
Support RM's by providing assistance with loan and deposit portfolios (i.e., reviewing transactions, providing accurate account information, daily decisioning of overdrafts, etc.).
Act as a liaison between the client and the RM’s/operations/other supporting groups within the organization.
Responsible for managing and maintaining complete and accurate client information in internal databases.
Provide a superior level of customer service to clients by facilitating the resolution of loan or deposit issues.
Maintain current knowledge of commercial Bank products, pricing, policy and procedures.
Work with Governance & Controls teams (1Bs) to capture, escalate, review, and report on instances of fraud as defined by the Fraud Management Operating Model.
Deter/detect/escalate unusual transactions or situations to US AML