Premier Mortgage Client Servicing Escalation Manager

City National Bank

Los Angeles, California(remote)

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JOB DETAILS

SALARY

$37.97–$60.64 Per Hour

SKILLS

Administrative Skills, Adobe Product Family, Analysis Skills, Banking Services, Business Operations, Business Plan, Business Practices, Calendar Management, Call Center Evaluation, Call Centers, Change Control, Communication Skills, Community Support, Cross-Selling, Customer Escalations, Customer Relations, Customer Service Management, Customer Support/Service, Customer/Client Research, Dental Insurance, Detail Oriented, Develop and Maintain Customers, Documentation, Entrepreneurship, Establish Priorities, Expense Reports, File Maintenance, Financial Metrics, Financial Planning, Financial Services, Follow Through, Forecasting, Health Plan, High Net Worth, Home Equity Line of Credit (HELOC), Investment Services, Investment Strategy, Leadership, Maintenance Services, Metrics, Microsoft Excel, Microsoft PowerPoint, Microsoft Word, Mortgage, Mortgage Servicing, Multitasking, Network Support, On Call, On Site Support, Operational Support, Operations Processes, Organizational Skills, People Management, Performance Metrics, Plan Meetings, Presentation/Verbal Skills, Problem Solving Skills, Quality Metrics, Regulations, Relationship Management, Research Skills, Resolve Customer Issues, Sales, Scorecarding, Service Level Agreement (SLA), Telephone Skills, Time Management, Training Program, Transaction Processing/Management, Travel Planning, Vision Plan, Voice Response Systems, Willing to Travel, Writing Skills

LOCATION

Los Angeles, California

POSTED

30+ days ago

Overview:

PREMIER MORTGAGE CLIENT SERVICING ESCALATION MANAGER

WHAT IS THE OPPORTUNITY?

CNB currently has a client set that are ultra-high net worth clients that will require additional white glove servicer, offers U.S. based clients and their advisors the personalized service of a dedicated premier servicing team and the global resources of one of the largest and most respected financial firms in the world. Our small size and broad scope allow us to customize solutions tailored to clients' specific needs to encompass all mortgage servicing activities. This person is responsible for the day-to-day interaction with customers of the U.S. Wealth, Entertainment, and all other internal lines of business for premier wealth clients for issues our sub-servicer. They are the primary contact person providing proactive emails and calls will offer expert mortgage and servicing heloc expertise to provide consultative support to resolve operational questions, confusion, or issues that may from time to time arise within end-to-end servicing. Advises clients of the most effective combinations of products and services for their individual situation. Actively engages in meaningful conversations with clients to ensure that solutions are suggested and or provided that meet the ongoing business and operational needs. As the operational expert for the client, the Account Officer/Manager is positioned to proactively execute on the concepts developed by the Relationship Manager with minimal supervision. Is also instrumental as a liaison with other internal departments to provide the operational excellence to clients.

WHAT WILL YOU DO?

Coordinates the implementation of the service and operational functions necessary to ensure proper servicing of clients and the timely/accurate execution of any mortgage or HELOC servicing activities, issues, or inquiries
Acts as a liaison and owner of every escalation or issue between the advisors, their clients & internal departments to provide day-to-day support in responding to advisor and client inquiries and ensuring timely and accurate completion of operational/product activities.
Identify, track, and route new business inquiries or cross-selling opportunities to sales or the deposits team
Drive new project rollouts, regulatory change control, process updates, and ideas calls and research meetings to stay current on all Mortgage activities with champions from LOBs and RBC wealth, their advisors, and bankers with deck and training documentation prepation.
Cultivate and enhance new and existing client relationships through active communication with clients, processing client requests, resolving inquiries, providing guidance and making sure key information and documentation remains current
Onboard and maintain client accounts, including collecting client information and require documentation, processing money movement transactions as an example
Partner with Financial Advisor(s) in developing a business plan and delivering against a client service model
Be on call if we a weekend escalated matter requires acknowledgement or support outside of operating business hours and be willing to work overtime as needed
Actively engage in available training and education programs – including firm strategic priorities, professional development and staying current on policies, procedures and new platforms and attend scheduled targeted/monthly field service professional and/or training calls
Perform administrative duties that support Financial Advisors in daily business practices, including but not limited to, telephone coverage, business travel arrangements, coordination of client meetings, prepare travel & expense reports, and file & calendar maintenance
Provides customer service to clients by providing information, responding to inquiries, conducting research, and submitting and ensuring the completion of service requests
Maintains proficiency in all investment strategies, services, policies, and procedures to effectively respond to inquiries and complete service requests. Solve problems through a strong understanding of operational and firm processes.
Performs other necessary duties and participates in Firm projects assigned.
Self-starter who takes initiative to identify and complete tasks. Can handle multiple assignments and work in a fast-paced environment
Strong organizational skills including strong verbal and written skill set for complaint responses with concise summaries
Prepare executive level decks, reporting, overviews, and materials weekly/monthly/quarterly
Flexible and willing to perform other tasks as assigned
Meet the volume, SLA, and quality metrics including scorecard tracking and contact center metrics including average speed to answer, abandonment rate, and all other inbound outbound calling expectations
Ability adapt to changing scalable environment and willing to take on new initiatives and strategies
Travel as needed
Prepare weekly executive decks, monthly roll-up, and quarterly presentations to the executive leadership team as a required discipline.
Able to handle any adhoc service requests through solution or partner with another line for a warm hand-off
Be tied to productivity tracking, IVR, SLA, and quality metrics and ensure positive surveys are obtained.
Track through reporting or trackers all complaints needed for trending and follow through with remediation action steps or issues that may need to be raised
Take full ownership of any itemwhile having the ability to work with urgency and work through high stress levels from clients and high stress situations that need resolution
Maintain excellent working relationships with both internal and external partners
Adhere to any other requirements requested of the role not listed

WHAT DO YOU NEED TO SUCCEED?

Required Qualifications*

Bachelor's Degree or equivalent
10 years of mortgage or banking experience
10 years of mortgage servicing experience in a senior capacity
5 years of Call center experience or of experience handling complaints, escalations, requests verbally with a client
5 years’ experience preparing executive level presentations and reporting
5 years of experience working with high-net worth clients
Excellent leadership and written and verbal communication skills
Proficiency with excel, word, power point and Adobe

Additional Qualifications

Experience with Black Knight Mortgage Servicing Package systems and products highly preferred
Strong organizational, research, analytical and problem solving skills
Working knowledge of mortgage servicing financial performance, metrics, Mortgage Servicing Rights valuations and forecasting
Good verbal and written communication skills
High attention to detail
A problem solver and critical thinker
Ability to handle multiple projects at the same time while prioritizing client escalations
Client obsessed self-starter with a friendly positive personality that can be firm when needed

WHAT'S IN IT FOR YOU?

Compensation

Starting base salary: $37.97 - $60.64 per hour. Exact compensation may vary based on skills, experience, and location.

Benefits and Perks

At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues including:

Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date
Generous 401(k) company matching contribution
Career Development through Tuition Reimbursement and other internal upskilling and training resources
Valued Time Away benefits including vacation, sick and volunteer time
Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs
Career Mobility support from a dedicated recruitment team
Colleague Resource Groups to support networking and community engagement

Get a more detailed look at our Benefits and Perks.

ABOUT US

Since day one we've always gone further than the competition to help our clients, colleagues and communities flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues today. City National is a subsidiary of Royal Bank of Canada, one of North America’s leading diversified financial services companies. To learn more about City National and our dynamic company culture, visit us at About Us.

INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT

City National Bank fosters an inclusive environment where all forms of diversity are valued and leveraged to make us a better company and employer. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status or other basis protected by law.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

*Represents basic qualifications for the position. To be considered for this position, you must at least meet the required qualifications. careers.cnb.com accepts applications on an ongoing basis, until filled.

Unless otherwise indicated as fully remote, reporting into a designated City National location is an essential function of the job.

About the Company

City National Bank

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