Manager - Client- Virtual Concierge

City National Bank • Oakland, CA

2d • Hybrid

About The Position

The Client Manager is responsible for maintaining first-in class service levels for their business bankers and business banking clients, and all aspects of operational integrity. They provide motivation and direction to colleagues to achieve exemplary service levels when working with or for the client in problem resolution. This role supports internal sales activities, including developing product knowledge with their team, and trains/leads the sales/service team to recognize referral and sales opportunities, making appropriate product/service recommendations on a consistent basis. Working with the internal sales/service team, this role also supports business bankers in building and maintaining their client relationships, including making joint client calls as needed. The Client Manager provides expertise in risk management and loss prevention policies and procedures, ensuring regulatory compliance and colleague adherence to CNB policies and procedures.

Requirements

• Bachelor's Degree or equivalent
• Minimum 4 years of direct client service experience required.
• Minimum 4 year's experience in a banking environment required.
• Minimum 3 years of supervisory or management experience required.
• Excellent knowledge of Bank policies and procedures and regulatory compliance.
• Strong knowledge of Bank products and services.
• Strong knowledge of Bank audit procedures.
• Excellent interpersonal, verbal and written communication skills.
• Excellent organizational and time management skills and ability to prioritize work.
• Strong problem-solving skills.
• Strong, demonstrated leadership and team building skills.

Responsibilities

• Proactively guides colleagues and teams to achieve results, accurately assesses strengths and develops needs of colleagues; provides feedback, mentoring, helpful counsel and opportunities for development to help colleagues achieve their full potential.
• Ensures products and sales/services training is completed to provide clients with appropriate solutions.
• Responsible for managing and conducting annual reviews for the internal sales/service team.
• Acts as a champion for clients and colleagues providing exemplary service.
• Partners with CNB colleagues in all divisions of the bank to support client retention objectives and proactively promotes solutions appropriate to clients.
• Supports sales/service colleagues, RM’s, and managers in building and maintaining client relationships.
• Works with business partners to deliver solutions in order to maintain and grow client relationships.
• Recognizes and recommends cross-selling opportunities to maximize banking office profitability.
• Leads and manages internal sales process including outbound calling efforts, client site visits, create opportunities with existing portfolio and works with internal partners for new opportunities.
• Is the expert in risk management and loss prevention.
• Completes, monitors and audits certifications and operational reviews.
• Ensures regulatory compliance and effectively communicates and implements changes to policy and procedure.
• Develop and train all service colleagues to actively participate in sales activity.
• Stays focused on critical importance of sales and understands and supports the daily efforts necessary to be successful.
• Works diligently with sales manager to create effective communication with branch – allocating the time/energy within the service team to support prioritized sales strategies.
• Responsible for the operational integrity of the branch.
• Responsible for monitoring and auditing their respective office for compliance with policies and procedures.
• Deals with a variety of complex activities, transactions and issues.
• Provides the motivation and direction to colleagues to achieve exemplary service levels when working with or for the client in problem resolution.
• Supports sales colleagues to build and maintain business banking client relationships.

Benefits

• Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date
• Generous 401(k) company matching contribution
• Career Development through Tuition Reimbursement and other internal upskilling and training resources
• Valued Time Away benefits including vacation, sick and volunteer time
• Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs
• Career Mobility support from a dedicated recruitment team
• Colleague Resource Groups to support networking and community engagement

What This Job Offers

• Job Type: Full-time
• Career Level: Manager