Description:
The Client Service Manager is a critical point of contact for all service related needs of a CIBC Private Wealth client. This role is responsible for building and maintaining client relationships. The Client Service Manager works in a team-oriented environment with Relationship Managers, other Client Service Managers, custodians, and the operations department to deliver a seamless and integrated client experience.
Responsibilities:
- Provide high quality, high touch service to PWM clients.
- Manage new account onboarding including but not limited to opening and facilitation of account funding and cost basis input.
- Manage general account inquiries, maintenance requests, including but not limited to transactions, holdings, balances, charitable gift requests, address changes and tax reporting inquiries.
- Handle inbound and outbound telephone calls in a professional and courteous manner; route calls to the appropriate parties; and conduct necessary follow up to satisfy client requests.
- Manage daily client transactions and inquiries accurately, within established deadlines, and in accordance with existing policies and procedures.
- Research, follow-up and resolve client inquiries and problems through effective interaction with clients, custodial partners, CIBC Private Wealth Relationship Managers, and operations departments in a timely and professional manner.
- Prepare material for client and prospect presentations, meetings, and reviews.
- Assist Relationship Managers with strategizing, building, and implementing investment portfolios.
- Assist with trading on accounts.
- Provide ongoing portfolio maintenance.
- Book travel arrangements, prepare travel, and expense reports on behalf of Relationship Managers.
- Assist in the training of less experienced staff, at Management request.
- Participate in other duties as requested by Relationship Managers and Firm Management.
Knowledge & Skills
- Bachelor’s degree
- 5 – 7 years of financial industry experience.
- Strong organizational skills necessary to manage working with multiple Advisors and clients at once.
- Ability to work independently and be self-motivated, but also able to collaborate with other client service colleagues as needed.
- Follow-up skills essential.
- Excellent written and oral communication skills.
- Ability to multi-task and manage priorities effectively with minimal direction.
- Capacity to adapt to a rapidly changing business and technology environment.
- Exceptional problem-solving skills.
- Familiarity with Schwab and Fidelity Platforms preferred.
- Ability to learn proprietary software and databases.
- Develop professional relationships with and communicate effectively with co-workers and clients.
- Proven ability to work both independently and in a team environment, with the aptitude to competently handle multiple responsibilities with a high degree of accuracy in a high-pressure environment.
- Highly proficient user of Word, PowerPoint, Outlook and Excel.