[Hiring] Sales Ops Service Manager @City National Bank

Role Description

Provides day-to-day servicing for Relationship Manager/Banking Advisor clients, relieving them from account specific operational responsibility. Resolves client inquiries/complaints and identifies cross-sell opportunities by assessing deposit portfolio and client needs. Works directly with clients in all areas of deposit operations, ensuring quality service and client retention.

What Will You Do?

• Client Services:
  • Act as primary liaison between the client and all areas of the bank.
  • Perform follow up with all client requests to ensure completion and satisfaction.
  • Resolve client inquiries and complaints, taking appropriate action to prevent future problems.
  • Contact clients regarding overdrafts and perform necessary follow-up to resolve situations.
  • Analyze client needs to cross-sell a variety of Bank services.
  • Introduce clients to appropriate areas within the Bank such as Wealth Management, International, and Treasury Management.
  • Maintain complete knowledge of all bank products and services.
  • Participate in cross-sell activities with the Relationship Manager/Banking Advisor, as appropriate.
• Risk Management/Compliance:
  • Perform deposit operations-related activities within the department.
  • Review and process deposits; approve checks for cashing.
  • Prepare and approve outgoing wire transfers within authority.
  • Initiate debit and credit entries to accounts for transfers, branch settlements, loan payments, etc.
  • Assist with inquiries and transactions related to mobile banking and online banking activities.
  • Review deposits and approve, decline, or place holds on immediate credit based on various factors.
  • Process/approve transfers, overdrafts, and waivers of fees within specified authority limit.
  • Maintain up-to-date knowledge of account activity by reviewing various reports daily.
  • Identify potential problems and take appropriate action to avoid financial loss to the Bank.
  • Ensure early identification and proper escalation of potential risk to the appropriate level of authority.
  • Facilitate new deposit account requests by providing disclosures and gathering documents.
  • Complete KYCs for new clients/entities/loans.
  • Approve items from Banking Offices, EIP, Non Post, etc.
  • Maintain and update DARS report.

Qualifications

• Bachelor's Degree or equivalent.
• Minimum 5 years’ experience in client service, banking operations, or banking relationship management support.
• Minimum 5 years’ experience in a banking or financial services environment.
• Minimum 5 years of experience with bank products and services (e.g., deposits, wealth management, cash management, international).

Additional Qualifications

• Bachelor's Degree preferred.
• Excellent risk management knowledge.
• Strong interpersonal, verbal, and written communication skills.
• Solid knowledge of all phases of operations (e.g., installment loans, new accounts, loan payments, statement handling, wires).
• Excellent analytical skills.
• Strong Microsoft Office Suite skills (e.g., Word, Excel, Outlook).

Benefits

• Starting base salary: $65,296 - $104,304 per year.
• Comprehensive healthcare coverage, including Medical, Dental, and Vision plans.
• 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.
• Career Mobility support from a dedicated recruitment team.
• Colleague Resource Groups to support networking and community engagement.