Senior Client Service Advisor

About the role

We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients. At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.

Responsibilities

• Serve as a trusted partner to Private Bankers, clients, and internal business partners by delivering a high-touch and seamless customer experience.
• Manage complex client service requests, support transaction processing and operational activities, and act as a subject matter expert for servicing, risk, and procedural guidance.
• Play a key part in supporting the day-to-day operations of the Private Banking team while helping drive consistency, accountability, and operational excellence across the service model.
• Assist in resolving escalated client issues, provide coaching and guidance to peers, and contribute to process improvements that enhance both the client and employee experience.
• Coordinate servicing workflows and follow-up activities to ensure timely completion of client requests, operational tasks, and escalations.
• Support documentation reviews, transaction coordination, and adherence to internal procedures and approval requirements.
• Serve as a liaison between clients, Private Bankers, operations, and internal support teams to ensure timely execution of requests while maintaining strong risk management and compliance standards.

Requirements

• Extensive experience in client service, with a strong understanding of financial services or a related industry.
• Problem-solving skills, handling complex or sensitive situations independently and finding effective solutions to challenges.
• Highly organized, managing multiple priorities in a fast-paced environment and maintaining high attention to detail.
• Strong banking knowledge, understanding banking procedures, operational controls, and client servicing expectations.
• Strong communication skills, building trust with clients and colleagues through clear, professional, and empathetic communication.
• A coaching mindset, having experience coaching peers or direct reports and enjoying supporting others' growth.
• Leadership qualities, taking initiative, influencing others positively, and fostering a positive, accountable team culture.
• Professionalism, handling confidential information with discretion and upholding high standards.

Qualifications

• At least 5 years of experience in client service.
• Proven ability to deliver exceptional service by managing complex client inquiries and service requests with professionalism, urgency, and care.
• Experience building trusted relationships with clients and internal partners while supporting Private Bankers in delivering a high-touch client experience.
• Ability to proactively identify client needs, anticipate service issues, and coordinate solutions across business lines.
• Strong operational excellence and risk management skills, supporting and processing complex transactions, ensuring adherence to procedures, regulatory requirements, and operational controls.
• Ability to review documentation for completeness and accuracy while identifying and escalating potential risks, discrepancies, or operational concerns.
• Experience assisting with transaction approvals and workflow coordination within assigned authority levels and business procedures.
• Maintaining accurate records and documentation to support audit readiness and risk mitigation.
• Experience serving as a resource and mentor for Client Service Advisors by providing guidance, answering questions, and reinforcing procedures and best practices.
• Experience supporting onboarding and training for new team members.
• Experience promoting accountability, teamwork, and consistency across the team.
• Experience managing escalated or sensitive client issues with sound judgment and professionalism.
• Experience partnering with leadership and business partners to identify root causes and implement solutions to improve service delivery and operational effectiveness.
• Experience identifying trends, gaps, or recurring issues and contributing to process enhancements.
• Experience collaborating and supporting special projects, operational initiatives, and procedural enhancements that improve team effectiveness and client experience.
• Experience ensuring compliance with internal policies and regulatory requirements by verifying client documentation, protecting confidential information, and accurately completing service requests to reduce risk and avoid errors.

Skills

• Analytical Thinking
• Cash Flow Analysis
• Client Service
• Customer Experience (CX)
• Investment Portfolios
• Post-Sales Support
• Product Knowledge
• Transaction Banking

Benefits

At CIBC, we offer a competitive total rewards package. This role has an expected salary range of $80,000 - $90,000 for the Chicago, IL 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. CIBC offers a full range of benefits and programs to meet our employee’s needs; including Medical, Dental, Vision, Health Savings Account, Life Insurance, Disability, and Other Insurance Plans, Paid Time Off (including Sick Leave, Parental Leave, and Vacation), Holidays, and 401(k), in addition to other special perks reserved for our team members. This position does not offer visa sponsorship.