Client Service Manager

What you’ll be doing

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.

• Deliver high‑touch service: Provide high‑quality, high‑touch service to Private Wealth Management (PWM) clients, ensuring their needs are met with professionalism and care.
• Manage onboarding and account support: Oversee new account onboarding, including account openings, facilitation of funding, and cost basis input.
• Handle client inquiries and maintenance requests: Manage general account inquiries and maintenance requests, including but not limited to transactions, holdings, balances, charitable gift requests, address changes, and tax reporting inquiries.
• Communicate effectively: 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.
• Ensure operational excellence: 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.
• Problem‑solve and follow through: 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.
• Support your team: 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.

• Educational background: You have a bachelor’s degree.
• Industry experience: You have 5+ years of financial industry experience with demonstrated experience in a client service role and understand the needs of high‑net‑worth clients. Experience working with trust accounts preferred.
• Organized and efficient: You possess strong organizational skills and can manage working with multiple Advisors and clients  effectively multi‑task and manage priorities with minimal direction, even in a high‑pressure environment.
• Collaborative and independent: You are self‑motivated and able to work independently with minimal supervision but also collaborate well with client service colleagues and teams.
• Strong communicator: You have excellent written and oral communication skills and can develop professional relationships with co‑workers and clients.
• Investment knowledge: You have a fundamental understanding of investments and capital markets.
• Adaptable and resourceful: You can quickly adapt to a rapidly changing business and technology environment and are able to learn proprietary software and databases.
• Problem‑solver: You demonstrate exceptional problem‑solving and follow‑up skills.
• Technically proficient: You are highly proficient in Microsoft Word, PowerPoint, Outlook, and Excel, and are familiar with Schwab and Fidelity platforms (preferred).

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