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 servicing, 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.

What Will You Do?

• Coordinate the implementation of the service and operational functions necessary to ensure proper servicing of clients and the timely and accurate execution of any mortgage or HELOC servicing activities, issues, or inquiries.
• Act as a liaison and owner of every escalation or issue between the advisors, their clients, and 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 preparation.
• Cultivate and enhance new and existing client relationships through active communication with clients, processing client requests, resolving inquiries, providing guidance and ensuring key information and documentation remain current.
• Onboard and maintain client accounts, including collecting client information, required documentation, and processing money‑movement transactions.
• Partner with financial advisors in developing a business plan and delivering against a client service model.
• Be on call if 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 telephone coverage, business travel arrangements, coordination of client meetings, preparation of travel and expense reports, and file and calendar maintenance.
• Provide customer service to clients by providing information, responding to inquiries, conducting research, and submitting and ensuring the completion of service requests.
• Maintain proficiency in all investment strategies, services, policies, and procedures to effectively respond to inquiries and complete service requests, and solve problems through a strong understanding of operational and firm processes.
• Perform other necessary duties and participate in firm projects assigned.
• Self‑starter who takes initiative to identify and complete tasks; able to 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, and quarterly.
• Flexible and willing to perform other tasks as assigned.
• Meet volume, SLA, and quality metrics including scorecard tracking and contact center metrics such as average speed to answer, abandonment rate, and all other inbound/outbound calling expectations.
• Adapt to a changing scalable environment and take on new initiatives and strategies.
• Travel as needed.
• Prepare weekly executive decks, monthly roll‑ups, and quarterly presentations to the executive leadership team as a required discipline.
• Able to handle any ad‑hoc service requests through solution or partner with another line for a warm hand‑off.
• Stay tied to productivity tracking, IVR, SLA, and quality metrics and ensure positive surveys are obtained.
• Track all complaints needed for trending through reporting or trackers and follow through with remediation action steps or issues that may need to be raised.
• Take full ownership of any item while working with urgency and 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 experience handling complaints, escalations, and 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, PowerPoint, 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.
• High verbal and written communication skills.
• High attention to detail.
• 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

• 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.

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.