First Republic Bank

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Client Service Manager

Client Service Manager

ID 
2017-5213
Job Locations 
US-CA-Los Angeles
Category 
Management

More information about this job

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.

 

First Republic Private Wealth Management is a dynamic and growing asset management firm. Our primary focus is to serve our private clients through customized portfolios and objective, personalized service. Responsibilities range from providing daily oversight on a wide range of sales, service, administrative and relationship management support delivered by a team of Client Service Associates to participating in the development of Firm's policies and procedures, providing back-up support to the Regional Client Service Manager as a Client Service Manager, and assisting the Client Service Team in client specific projects.

 

A successful candidate will have a minimum of five years experience in the financial industry working with high net worth individuals and families and have an enhanced understanding of industry regulations and compliance issues. Must have a desire and capacity to thrive in a dynamic, constantly changing global market environment. Must be able to exercise discretion and apply independent judgement with respect to matters of significance on a daily basis.

Responsibilities

  • Build, train, manage, and lead a highly effective Client Service Team to ensure an exceptional client experience is consistently delivered to both internal and external clients (hiring, terminations, performance management, development, mid/year-end reviews, etc.)
  • Daily supervision of branch administrative and regulatory oversight workflows (timecard approval, incoming/outgoing correspondence review, account approval, KYC quality control, etc.)
  • Meet with Portfolio Managers on a regular basis to understand their business and pipeline to help ensure we maintain a cutting edge support model
  • Partner with the Regional Client Service Manager to help evolve the Client Service Model to support the growth and evolution of the business
  • Participate in the development and drive implementation of career development opportunities and plans for Client Service to improve employee satisfaction and quality of work.
  • Identify, escalate and provide solutions to mitigate and manage enterprise risk, improve operating efficiencies, and harmonize workflows and expectations across the firm
  • Participate in the development and drive implementation of department policies and/or procedures to help improve service and overall efficiency

  • Assist with the onboarding of new Advisor Teams
  • Collaborate and liaise with various teams and bank departments to maximize synergies to allow for a consistent and positive client experience
  • Handle day-to-day questions, and manage the escalation of “sensitive and timely” issues (client complaints, fraud, KYC red flags, )
  • Track various workflows to ensure the firm is in compliance with internal and regulatory policy ( Investment Policy Statements, KYC, AML/BSA, etc.)
  • Perform duties and responsibilities as required or assigned by the Regional Client Service Manager

  • Responsibilities include the following: 1) adhering to and complying with the applicable, federal and state laws, regulations and guidance, including those related to Anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.) 2) adhering to Bank policies and procedures, 3) completing required training, 4) identifying and reporting suspicious activity to the AML Officer, and 5) knowing and verifying the identity of any customer(s) that enters into a relationship with the Bank.

 

Qualifications

  • At least 5 years of related experience; BS/BA degree or equivalent experience preferred
  • Exceptional interpersonal skills to interface with clients, prospects, custodians and colleagues
  • Excellent customer service skills
  • Use of considerable tact and discretion when dealing with client or sensitive data
  • Ability to work independently under minimal supervision
  • Excellent organizational, communication (both verbal and written), and client relationship management skills (whether interaction is in person, over the telephone or via email)
  • Exceptional problem solving proficiency
  • Ability and desire to work in a fast paced sales oriented environment (maybe demanding or unstructured work environment)
  • Proven ability to handle pressure, multi-task and prioritize work at all times
  • Outstanding skills using personal computers in a Windows-based environment (including Microsoft Office Suite)
  • Excellent attention to detail and high degree of accuracy and consistency
  • Series 7, 63, 9 & 10 or 24 licenses preferred.
  • Working knowledge of securities industry, broad understanding of capital markets, their practices on how products trade, settled and are invested
  • Knowledge of Bloomberg, APX or custody system a plus
  • Understand the Bank’s structure and identify opportunities to utilize Bank resources to meet client’s needs

Physical Requirements:

  • 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 in a limited capacity.

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