Senior Client Service Manager

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.

To learn more about CIBC, please visit CIBC.com

What you'll be doing:

The Senior Client Service Manager provides high quality, high touch service to Private Wealth Management (PWM) clients in collaboration with Relationship Managers.  You will manage new account onboarding at external custodians, with responsibilities including but not limited to opening new accounts and the facilitation of account funding and cost basis input.

• Manage general account inquiries, maintenance requests, including but not limited to trade execution, money movement transactions, holding and balance inquiries, charitable gift requests, addressing changes and tax reporting inquiries in accordance with existing policies and procedures.

• 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.

• 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.

• Proactively assess and identify optimal service needs, developing material, automating processes, and enhancing solutions and support for clients and CIBC Private Wealth Relationship Managers.

• Conduct ongoing audits of account profile and portfolio characteristics to ensure fulfillment, accuracy and alignment, executing actionable tasks in a timely manner.

• Log and track all customer interactions, including calls, emails, and meetings, as tasks and events in Salesforce. Create new prospects, households, accounts, and opportunities with accurate and detailed information. Build and maintain dashboards for business reporting needs.

• Work cross functionally with team members supporting similar lines of business, providing direct backup support as needed.

• Assist in the training of less experienced staff, at Management request.

• Participate in other duties as requested by Relationship Managers and Firm Management.

At CIBC we enable the work environment most optimal for you to thrive in your role. You’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 2-4 days per week on-site, while other days will be remote.

How you'll succeed:

• Client engagement - Help clients manage their accounts and products. Focus on the client’s experience and make interactions meaningful. Connect clients to the right CIBC team members who can help them reach their goals.

• Problem solving - Listen, ask questions, and put yourself in the client’s shoes. Act like an owner by taking accountability for client issues and knowing when to lean on others to create a better solution together.

• Relationship Building – Provide assistance to clients, Relationship Managers and colleagues to address questions related to basic signing authority and AML signing authority requirements. Also, provide assistance and guidance to more junior team members when required. 

• Strategic Vision – Identify opportunities for enhancements and automations, provide proactive guidance, and display forward thinking tendencies to grow AUM and achieve optimal client retention.

Who you are:

• You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it’s the right thing to do.

• You have strong technical skills with Microsoft Office suite, particularly Excel, Word, and PowerPoint, as well as the abi