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Client Service Manager, Private Wealth Management
Canadian Imperial Bank of Commerce
Atlanta, GA, United States
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Description
JOB PURPOSE
The Client Service Manager is responsible for performing all account administrative duties for a variety of account types (revocable and irrevocable trusts, investment management accounts, IRAs, foundations). This position works closely with the Senior Client Service Manager to act in a supervisory capacity in prioritizing and overseeing workflow among members of the client service team. The Client Service Manager is engaged in client meetings, is responsible to execute on required follow-up and is viewed as a trusted advisor and partner to clients and Relationship Managers.
KEY ACCOUNTABILITIES
• Demonstrate a passionate commitment to serve clients in the accurate and highly productive completion of the following duties:
◦ Perform all account administrative duties for a variety of account types, as required, and including but not limited to, account opening and closing, all cash processing functions, securities pricing, portfolio online, asset transfers, gifting, transaction review, quarterly administrative account reviews, managing overdrafts, alternative asset administration and Required Minimum Distributions
◦ Oversight and/or processing of various family office services
◦ Review fee collections and resolve collection issues
◦ Collect, organize and distribute tax reporting information; oversight and/or processing of tax payments
◦ Maintain active and organized electronic and hard account files
◦ Assist in preparing, reviewing and publishing client reports and presentation materials
◦ Prepare for, attend and engage in client meetings and execute on follow-up. Light travel may be required.
◦ Research client inquiries/issues and bring about a timely resolution
• Demonstrate strong trust administration skills with working knowledge of various areas of trust including but not limited to fiduciary tax, beneficiary distributions, and trust-owned unique assets (real estate, life insurance, promissory notes, closely held stock, partnerships).
• Ability to interpret and summarize trust agreements and estate planning documents
• Work closely with Senior Client Service Manager to provide direction and oversight to other client service team members and potentially manage members of the team. This includes proactive determination of workflow, the ability to prioritize and setting the agenda for projects and initiatives.
• Mastery of the following systems: Trust Desk, ORS, Wealth Manager, Revport, PostEdge
• Ensure all regulatory, compliance and fiduciary requirements are fulfilled.
• Contribute to a strong organizational culture through positive, collaborative behaviors resulting in client and employee engagement.
CROSS-FUNCTIONAL RELATIONSHIPS
• High Net Worth Clients and their intermediaries and external Advisors
• CIBC Specialists (Wealth Strategies, Investment, Trust, Tax, Operations, Legal, Compliance, Marketing)
COMPLIANCE REQUIREMENTS/RESPONSIBILITIES
• As an employee of CIBC, the incumbent must comply with all applicable CIBC and Line of Business policies, standards, guidelines and controls.
AUTHORITIES/DECISION RIGHTS
• Works closely with the Senior Client Service manager to act in a supervisory capacity, providing direction and guidance to other client service team members as it relates to workflow and regulatory, compliance and fiduciary requirements
• Independently executes client and intermediary requests
• Effectively prioritizes and organizes workload to meet competing internal and external demands/deadlines
KNOWLEDGE AND SKILLS
• Bachelor’s degree and 5+ years’ experience in trust and account administration in the financial services industry. CTFA designation a plus
• Experience in personal and fiduciary tax, financial planning, wealth strategies and investment management
• Proficient with Microsoft Word, Outlook, Excel and Power Point
• Exceptional client service commitment
• Strong interpersonal, written and verbal communication skills with the ability to use these skills to communicate with high net worth clients, intermediaries and colleagues at all organizational levels
• Flexibility and adaptability to meet the changing needs of clients and Relationship Managers
• Ability to work independently and in a team environment with minimal direction
• Supervisory skills sufficient to oversee the work of other client service team members
WORKING CONDITIONS
• This role operates within a normal office environment with little exposure to adverse working conditions