Premier Mortgage Client Servicing Escalation Manager

PREMIER MORTGAGE CLIENT SERVICING ESCALATION MANAGER WHAT IS THE OPPORTUNITY?

CNB currently has a client set that are ultra‑high net worth clients that will require additional white glove servicer, offers U.S. based clients and their advisors the personalized service of a dedicated premier servicing team and the global resources of one of the largest and most respected financial firms in the world. Our small size and broad scope allow us to customize solutions tailored to clients' specific needs to encompass all mortgage servicing activities.

This person is responsible for the day‑to‑day interaction with customers of the U.S. Wealth, Entertainment, and all other internal lines of business for premier wealth clients for issues our sub‑servicer. They are the primary contact person providing proactive emails and calls will offer expert mortgage and servicing heloc expertise to provide consultative support to resolve operational questions, confusion, or issues that may from time to time arise within end‑to‑end servicing.

Advises clients of the most effective combinations of products and services for their individual situation. Actively engages in meaningful conversations with clients to ensure that solutions are suggested and or provided that meet the ongoing business and operational needs. As the operational expert for the client, the Account Officer/Manager is positioned to proactively execute on the concepts developed by the Relationship Manager with minimal supervision.

Is also instrumental as a liaison with other internal departments to provide the operational excellence to clients.

• Coordinates the implementation of the service and operational functions necessary to ensure proper servicing of clients and the timely/accurate execution of any mortgage or HELOC servicing activities, issues, or inquiries
• Acts as a liaison and owner of every escalation or issue between the advisors, their clients & internal departments to provide day‑to‑day support in responding to advisor and client inquiries and ensuring timely and accurate completion of operational/product activities.
• Identify, track, and route new business inquiries or cross‑selling opportunities to sales or the deposits team
• Drive new project rollouts, regulatory change control, process updates, and ideas calls and research meetings to stay current on all Mortgage activities with champions from LOBs and RBC wealth, their advisors, and bankers with deck and training documentation prepation.
• Cultivate and enhance new and existing client relationships through active communication with clients, processing client requests, resolving inquiries, providing guidance and making sure key information and documentation remains current
• Onboard and maintain client accounts, including collecting client information and require documentation, processing money movement transactions as an example
• Partner with Financial Advisor(s) in developing a business plan and delivering against a client service model
• Be on call if we a weekend escalated matter requires acknowledgement or support outside of operating business hours and be willing to work overtime as needed
• Actively engage in available training and education programs - including firm strategic priorities, professional development and staying current on policies, procedures and new platforms and attend scheduled targeted/monthly field service professional and/or training calls
• Perform administrative duties that support Financial Advisors in daily business practices, including but not limited to, telephone coverage, business travel arrangements, coordination of client meetings, prepare travel & expense reports, and file & calendar maintenance
• Provides customer service to clients by providing information, responding to inquiries, conducting research, and submitting and ensuring the completion of service requests
• Maintains proficiency in all investment strategies, services, policies, and procedures to effectively respond to inquiries and complete service requests. Solve problems through a strong understanding of operational and firm processes.
• Performs other necessary duties and participates in Firm…