• Preferred Banking Client Services Manager

    Job Locations
    US-CA-Palo Alto
    Customer Service/Support
  • Overview

    First Republic is an ultra-high-touch bank that provides extraordinary client service. We believe that one-on-one interactions build lasting relationships. We move quickly to serve our clients’ needs so that their financial transactions are handled with ease and efficiency. Client trust and security are paramount in our line of business. Ultimately, our goal is unsurpassed client satisfaction which will lead to personal referrals – our number one source of new business.

    We recognize that our competitive advantage starts with our people and our culture. At First Republic, we work hard and move quickly as a very coordinated team. If you are looking for an opportunity to grow and contribute in a fun, fast-paced environment, First Republic is the place for you. We have exceptional people focused on providing extraordinary service.


    As a Preferred Banking Client Services Manager, your primary responsibility is to manage and monitor the work flow of the walk-in clients, lobby traffic and provide support to manage the Client Services Mailbox. The Manager is also responsible for providing prompt, accurate, and courteous response to Preferred Banking internal and external client inquires. This position requires an indiviual who can work effectively with team members of all levels to maximize the customer experience and to resolve client needs. We're looking for someone who can ask questions in order to understand the full banking needs of our clients and interact with various banking departments to ensure the client’s needs are met while demonstrating versatility within the client services role by performing all functions as needed. The Manager should also be able to identify valuable FRB clients and be familiar with their banking patterns, principals on these accounts, and be able to share this level of knowledge with their team. Furthermore, the ideal candidate is someone who will always seek to protect the bank and clients through mitigating risk and assessing the appropriate work assigned to the team member based on their knowledge and experience.




    • Manage daily work flow and mailbox flow, delegate specific tasks to Supervisors, Assistant Managers, and CSAs depending on their knowledge, expertise and ability, while keeping in mind their limitations and therefore minimizing risk to the bank and client.

    • Supervise the client facing CSA and provide ongoing support with daily transactions, problems and proactively engage when problem arise during the day. And Coordinating monthly meetings.

    • Managing and monitoring the workflow of wire transfers (approving and releasing outgoing wires, research and resolve issues with rejected wires due to NSF, invalid account numbers, missing/incomplete information. Escalate when necessary.  Follow up on wire tracers and cancellations.
    • Responsible to coordinate effort to ensure that all departmental functions are completed including approving transactions that are over the CSA limits, answering the phones promptly, and ensuring CSAs are providng client oriented customer care for quality and training purposes.
    • Responsible for approving monthly/quarterly branch certifications, monitor department time and duties.
    • Manage and monitor the workflow of wire transfers (approving and releasing outgoing wires, research and resolve issues with rejected wires duet to NSF, invalid account numbers, missing/incomplete information. Escalate when necessary.  Follow up on wire traces and cancellations
    • Responsible for being knowledgeable in all areas of client services and the CSA job functions, i.e. setting up courier service pick-up, deposits, issuing cashier’s checks, close accounts, orders ATM cards/checks, place stop payments. To that fact, also provide cross training and staff development to ensure staff understands bank processes and procedures.
    • Be able to step into any roll within the PBCS department when needed, including that of Documentation Compliance when necessary.
    • Performs other duties & responsibilities as required or assigned by manager, including ordering supplies, callbacks, review of inclearings/OD, interview new candidates, etc.
    • Responsibilities include the following: 1) adhering to and complying with all applicable, federal and state laws, regulations and guidance, including those related to Anti-Money Laundering (i.e. Bank Secrecy Act, USA PATRIOT Act, etc.), 2) adhering to Bank policies and procedures, 3) completing required training, 4) identifying and reporting potential suspicious activity to the BSA/AML Officer, and 5) knowing and verifying the identity of any customer(s) that enters into a relationship with the Bank.



    • Strong organizational skills
    • Effective communication skills, both written and verbal
    • Ability to multi-task and prioritize workload
    • Negotiation skills, conflict resolution/mediation skills
    • Risk Management Skills
    • Team player
    • Provides extraordinary service
    • Furthers the First Republic Bank culture and values
    • Be proficient in Microsoft Office, Total Plus, Bisys, OnBase, and other Bank Software
    • Minimum of 5 years banking experience and knowledge of client services operations



    • The ability to learn and comprehend basic instructions; understand the meanings of words and respond effectively; and perform basic arithmetic accurately and quickly.
    • Vision must be sufficient to read data reports, manuals and computer screens.
    • Hearing must be sufficient to understand a conversation at a normal volume, including telephone calls and in person.
    • Speech must be coherent to clearly convey or exchange information, including the giving and receiving of assignments and/or directions.
    • Position involves sitting most of the time, but may involve walking or standing for brief periods of time.
    • Must be able to travel as position requires.
    • May be required to lift 25-50lbs.


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