Client Service Manager

Company: Canadian Imperial Bank of Commerce
Location: Boston
Posted on: November 1, 2024

Job Description:

Time left to apply: End Date: October 30, 2024 (10 days left to apply)
Job requisition id: 2417421
We're building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what's right for our clients.
At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.
To learn more about CIBC, please visit CIBC.com
JOB PURPOSE
The Client Service Manager is a critical point of contact for all service-related needs of a CIBC Private Wealth client. This role is responsible for building and maintaining 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.
KEY ACCOUNTABILITIES

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• Provide professional, high-quality, high-touch service to PWM clients
  
• Assist Relationship Managers in onboarding new relationships
  
• Protect client assets against potential fraud activities by adhering to CIBC's controls policies and procedures
  
• Keep management systems up-to-date with client information
  
• Research client inquiries/problems and bring about resolution
  
• Assist clients with external portal questions
  
• Understand fees and review client fees as necessary/directed
  
• Prepare well-written correspondences as needed and maintain files/data as required
  
• Handle certain transactions directly with internal Operations/custodians:
  
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  • Cash movement (domestic, international) - checks, wires, journals, ACH
    
  • Check deposits
    
  • Cash management to ensure funds availability for fees, invoices, investment capital calls, and other recurring transactions
    
  • Securities processing and pricing of off-list holdings
    
    
  • Handle all aspects of client gifting (personal & charitable)
    
  • Assist Administrative Coordinator in managing/processing clients' quarterly tax payments
    
  • Manage/process annual IRA contributions/RMDs
    
  • Prepare asset allocation reports as requested by relationship managers
    
  • Help with the preparation of reports and other materials for client meetings (investment policy statements, asset allocation, performance, marketing)
    
  • Assist with preparation for quarterly admin & investment reviews
    
  • Provide integral support for client service teams and special projects as assigned/requested
    
  • May delegate tasks to Administrative Coordinator as appropriate
    
  • Provide back-up coverage for other team members when they are out of the office
    
    COMPLIANCE REQUIREMENTS/RESPONSIBILITIES
    
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    • As an employee of CIBC, the incumbent must comply with all applicable CIBC and Line of Business policies, standards, guidelines, and controls.
      
    • For People Managers: As a manager of people, this job must ensure all employees within the business unit comply with all applicable CIBC and Line of Business policies, standards, guidelines, and controls.
      
      AUTHORITIES/DECISION RIGHTS
      
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      • As a key contributor to the business unit, this job has the authority to recommend changes to business processes in order to enhance operational efficiency and effectiveness.
        
      • For People Managers: As a manager of people, this job has the authority to assign tasks to employees within their span of control, select individuals for hire, assess individual performance, make employee compensation decisions, and take disciplinary measures up to and including termination.
        
        CONDUCT & CULTURE RISK
        Our CIBC risk culture is based on employees striving to exceed the expectations of ourselves and our leadership's identification and mitigation of risks in their daily responsibilities, not just in quarterly or annual monitoring/assessments. We all are accountable for managing risk.
        As an employee of CIBC the incumbent must conduct themselves (and foster an environment for others) in a manner consistent with our strong risk culture. This includes:
        
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        • Following all aspects of the CIBC Code of Conduct, as well as all applicable CIBC policies, frameworks, guidelines, processes, and controls
          
        • At all times acting in accordance with our Purpose and shared values, to achieve our Bank's strategic goals
          
        • Understanding and following the qualitative and quantitative components of our Risk Appetite Statements
          
        • Completing all annual Corporate Mandatory Training and Testing modules, as well as any additional business-specific modules, as required and employing the learnings in daily activities and undertakings
          
        • Escalating matters through one of the appropriate channels identified in the CIBC Code of Conduct (i.e., HR, management, Ethics Hotline, Whistleblower, etc.) upon observing activities that may be inconsistent with CIBC's policies, frameworks, guidelines, processes, and controls
          
        • Speaking up if witnessing behaviors that drive poor or unfair outcomes for clients, team members, or other stakeholders
          
        • Escalating matters that can result in adverse market practices and outcomes, thereby negatively impacting CIBC's reputation as a leading financial institution
          
          KNOWLEDGE AND SKILLS
          
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          • BA/BS degree
            
          • 3-4 years' relevant practical experience at a trust department or other financial services firm
            
          • Interest in and knowledge of private wealth management and financial markets/investment securities
            
          • Strong organizational skills necessary to manage working with multiple Advisors and clients at once.
            
          • Ability to work independently and be self-motivated, but also able to collaborate with other client service colleagues as needed.
            
          • Follow-up skills essential.
            
          • Excellent written and oral communication skills.
            
          • Ability to multi-task and manage priorities effectively with minimal direction.
            
          • Capacity to adapt to a rapidly changing business and technology environment.
            
          • Exceptional problem-solving skills.
            
          • Ability to learn proprietary software and databases.
            
          • Develop professional relationships with and communicate effectively with co-workers and clients.
            
          • Proven ability to work both independently and in a team environment, with the aptitude to competently handle multiple responsibilities with a high degree of accuracy in a high-pressure environment.
            
          • Proficiency with Microsoft Office Suite (Word, Excel, and PowerPoint) and Microsoft Outlook
            
            WORKING CONDITIONS
            This role operates within a normal office environment
            
            • 
              
            • Travel required: Occasional, if at all
              
              What CIBC Offers
              At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.
              
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              • We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, a vacation offering, wellbeing support, and MomentMakers, our social, points-based recognition program.
                
              • Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.
                
              • We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.
                
                *Subject to plan and program terms and conditions
                CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact Mailbox.careers-carrieres@cibc.com
                You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.
                We may ask you to complete an attribute-based assessment and other skills tests (such as simulation, coding, MS Office). Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.
                Job Location
                MA-100 Federal Street, 37th Fl
                Employment Type
                Regular
                Weekly Hours
                40
                Skills
                Analytical Thinking, Cash Flow Analysis, Client Service, Customer Experience (CX), Investment Portfolios, Post-Sales Support, Product Knowledge, Transaction Banking
                At CIBC, we are in business to help our clients, employees, and shareholders achieve what is important to them. Our ability to create value for all CIBC stakeholders is driven by a business culture based on common values: Trust, Teamwork, and Accountability.
                Working with CIBC makes you a part of a work environment committed to our clients, employees, and communities - a place where you can excel.
                Every day, our 44,000 employees help our clients achieve their financial goals, because what matters to our clients, matters to us.
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Keywords: Canadian Imperial Bank of Commerce, Newton , Client Service Manager, Executive , Boston, Massachusetts