Client Services Specialist

About the Role

The Client Services Specialist is responsible for meeting the servicing needs of large Corporate, Real Estate, Business Banking, and Private Client Group clients through integrated delivery of Depository, Loan, and Treasury Management services. The role requires applying banking knowledge to effectively support clients and ensure that their needs are met in a timely and efficient manner while following banking procedures and regulatory requirements.

This position requires the ability to manage multiple tasks in a fast‑paced environment while working independently with minimal supervision. Strong organizational and problem‑solving skills are essential to ensure that client expectations are consistently met.

• Accountable for ensuring client retention and satisfaction by promptly and efficiently addressing all service requests and inquiries.
• Initiates outreach to clients as needed to provide exceptional service, ensuring adherence to company policies and regulatory requirements.
• Independently handles loan servicing requests, including advances, pay‑downs, statement and bill copies, billing issues, insurance, escrows, flood insurance, and related items, ensuring accurate and timely processing.
• Manages the onboarding of new clients by opening and processing all types of account, products, and services.
• Serves as the primary point of contact for client servicing, maintaining comprehensive knowledge of the relationship:
  • Issues, collects, and reviews required deposit account documents and disclosures via Docu Sign or in‑person collection.
  • Ensures all documents are uploaded in the system within the defined timeframe for account opening, in line with CNB P&P.
  • Coordinates with Electronic Banking and Treasury Management on onboarding status, completion of forms, implementation, or necessary training.
  • Completes customer profiles/CIP, Bizchex‑Chexsystem, ownership information, and account profiles, performing list checks, OFAC & Google searches.
  • Sets up and maintains analysis composites to ensure accurate data representation, collaborates with cross‑functional teams to integrate necessary account information, and ensures that all client data is properly linked and balanced for analysis and reporting.
  • Handles Domestic & International Wire Transfers, Internal Transfers, Stop Payments, Cashier’s Checks, Debit Cards, in line with CNB P&P.
• Responsible for ensuring Regulatory Excellence:
  • Decision Making or collecting proper approvals and entering decisions on overdrafts in EIM (within authorized limits).
  • The first client contact to collect missing documents and other applicable items/documents relating to new Deposit/loan accounts.
  • The first client contact to satisfy BSA/RFI requests. Completion of BSA requests within defined timeframe noted in the request; this includes (but not limited to): RFIs which include EDD/KYC‑updates, PO Alert, OFAC, High Risk Review & Other.
  • Ensures compliance with regulatory requirements including completion of KYCs/EDDs when onboarding clients and continuous updates.
  • Completion of Regulatory Excellence Consultant (REC) findings requests within defined timeframe noted in the request.
  • Responsible for follow‑up activities related to new onboarding and maintenance requests using various system reports. Follow‑up activities include but are not limited to account funding, TM implementation, Online Banking setup, KYC status. Follow up with a phone call to answer any questions, concerns, and ensure customer is completely set up.
  • Escalate all unresolved issues related to the above tasks to the RM or Supervisor.
• Completes Reg E disputes, resolves fraud, check disputes, check processing errors, and other activities related to the Aithent system.
• Accountable for managing and processing all client requests or inquiries related to deposit accounts, including, but not limited to:
  • CIS maintenance changes.
  • Correcting CIP errors.
  • Closing accounts and completing the closing code reason.
  • Address changes.
  • Change of Signer maintenance (including the issuance and collection of all appropriate signature documents and disclosures).
  • Deposit Research (statements, check copies, balance inquiries,…