Client Service Manager

About the role

As a Client Service Manager, you will support Private Wealth relationship management efforts by delivering exceptional service to CIBC Private Wealth clients. This role is responsible for working with the Relationship Manager to build and maintain 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 Private Wealth Management (PWM) clients, ensuring their needs are met with professionalism and care.
• Oversee new account onboarding, including account openings, facilitation of funding, and cost basis input.
• Manage general account inquiries and 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 client transactions including money movements (checks, ACH, wires, journal transfers), quarterly tax payments, charitable gift requests, and annual IRA contributions/RMDs accurately, within established deadlines, and in accordance with existing policies and procedures.
• Process address changes and other account updates accurately and within required timelines.
• Update portfolio asset allocation schedules.
• Proactively anticipate and address client needs. Promptly research and resolve client inquiries in a timely, thoughtful, and professional manner.
• Pursue continuous improvement and be a problem solver by anticipating obstacles, developing plans to overcome and looking for ways to improve.
• Prepare materials 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.
• Assist in the training of less experienced staff, at management request.
• Participate in other duties as requested by Relationship Managers and Firm Management.

Qualifications

• Bachelor's degree required.
• 5+ years of financial industry experience with demonstrated experience in a client service role and understanding of the needs of high-net-worth clients.
• Experience working with trust accounts preferred.
• CFP designation is a plus.

Skills

• Strong organizational skills with ability to manage working with multiple Advisors and clients at once.
• Ability to effectively multi-task and manage priorities with minimal direction, even in a high-pressure environment.
• Self-motivated and able to work independently with minimal supervision while also collaborating well with client service colleagues and teams.
• Excellent written and oral communication skills with ability to develop professional relationships with co-workers and clients.
• Fundamental understanding of investments and capital markets.
• Ability to quickly adapt to a rapidly changing business and technology environment and learn proprietary software and databases.
• Exceptional problem-solving and follow-up skills.
• Highly proficient in Microsoft Word, PowerPoint, Outlook, and Excel.
• Familiarity with Schwab and Fidelity platforms preferred.

Pay

Salary range of $80,000 - $95,000 for the Boston, MA market based on experience, qualifications, and location of the position. The successful candidate may be eligible to participate in the relevant business unit's incentive compensation plan, which also may include a discretionary bonus component.

Benefits

• Medical, Dental, and Vision coverage
• Health Savings Account
• Life Insurance
• Disability and Other Insurance Plans
• Paid Time Off (including Sick Leave, Parental Leave, and Vacation)
• Holidays
• 401(k)
• Special perks reserved for team members
• Banking benefits
• Wellbeing support
• MomentMakers social, points-based recognition program
• Purpose Day (a paid day off dedicated for growth and development)