Private Banking Service & Onboarding Manager at Cambridge Trust in Cambridge, Massachusetts

Job Description:

Private Banking Service & Onboarding Manager - We are open to NH or MA for Office

Summary:

Supports the onboarding, nurture and servicing of the bank's top clients as the operational and administrative support for the Private Banking Division as the lead of the Client Service & Onboarding Specialist team. Functions as a trusted advisor to banking clients providing solutions and delivering exceptional service. Works collaboratively with internal business partners to bring the entire bank's capabilities to our clients. Oversees quality assurance and audit preparation for the Division.

This position will act as team lead in supporting the onboarding, servicing and growth of the bank's top client portfolio. Key responsibilities include the following: Opening consumer and business accounts, account maintenance; wire transfers; onboarding basic treasury management services and online/mobile banking; setting up banking limits and triggers for escalation processes; Salesforce proficiency; oversight of the division's quality assurance program, audit preparation, collaboration with internal audit, contributing to the division's policy and procedure library, referring to business partners; facilitating appointment setting and document fulfillment; managing client needs at the request of the Private Banking Portfolio and Relationship Managers as assigned by the SVP, Team Lead, Private Banking.

Primary Responsibilities:

Onboarding new clients. Servicing of existing client needs. Operational support to Private Banking & Relationship Management Team. Quality assurance and audit preparation. Coaching members of the Client Service & Onboarding Specialist (CSOS) team. Education of Private Banking Clients. Tracking and documentation in Salesforce. Referrals and Reporting. Event planning. Family Office tasks as needed.

Responsibilities:

• Onboards new clients within the established guidelines of the Private Client Group supporting a stellar first impression. This includes direct involvement with clients and delegation to the team as appropriate to skillset.
• Handles operational tasks for the Private Banking Division including account opening, documentation, digital onboarding and education, wire transfers, appointment setting, account maintenance, servicing triggers, and Salesforce documentation. Coaches CSOS team in time management to achieve the same level of success.
• Meets, exceeds and coaches to client experience expectations, fostering continued loyalty among the bank's top clients. Provides discretionary effort in the delight of clients proactively finding solutions.
• Oversees quality assurance and audit preparation for the Private Banking division.
• Anticipates client needs and finds solutions.
• Collaborates with other business lines and works with client teams to customize solutions for each client. Anticipates financial needs of client and offers solutions through wide range of products, services, and expertise. Supports the private banking model and can convey the bank's value proposition.
• Develops superior understanding of the Bank's capabilities across all business lines- deposits/banking, credit, and investment, for both personal needs and business. Supports training goals of the CSOS team.
• Provides regular value-added engagement with clients through face-to-face meetings, through digital channels, and at client's preferred location.
• Owns every interaction in the office from start to finish. Masters all technologies to support the client's needs at channel of choice.
• Acts as single point of client contact through consistent communication with client portfolio.
• Supports the CSOS team with due diligence and sound decision making in the absence of an available Relationship Manager. Escalates concerns as appropriate and necessary to address client needs within SLA guidelines.
• Contributes to build out, review and update of Private Banking division procedures and policies.
• Identifies referral opportunities to deepen existing portfolio.
• Maintains operational excellence and meets all required regulatory and compliance guidelines/policy/procedure.
• Participates in Private Banking initiatives, including events and marketing.
• Meets or exceeds assigned goals for service excellence and operational performance.

Qualifications:

• High School Diploma or GED. Associate's or Bachelor's degree preferred.
• Minimum 5-7 years of customer service and sales/business development experience with demonstrable success servicing clients and deepening relationships.
• Minimum two years of management experience.
• Strong background in financial institution operating policies and procedures, banking regulations (state and federal) and public relations.
• Prior banking experience required; customer-centric, relationship-focused growth mindset and entrepreneurial experience preferred.
• Ability to act independently.
• Strong knowledge of business, mortgages, wealth management and lending services preferred.
• Knowledge of social media and the use of communications technology (e.g., Zoom, Teams.). Excellent understanding of banking office technology for onboarding clients.
• Superior understanding of Bank product and service offerings.
• Excellent verbal and written communication skills.
• Effective decision making and interpersonal skills.
• Strong organizational skills.
• Experience in audit or quality assurance preferred.
• Ability to function in a team environment. Strong team player.
• Ability to interact with clients, partners, and team members in a professional and personable manner.
• Ability to follow established policies and procedures.

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