Key responsibilities

• Manage end-to-end client servicing for a defined portfolio, including payments, credit submissions, onboarding, and data maintenance, coordinating with operations and internal teams to ensure timely, accurate completion.
• Act as day-to-day trusted contact for high-net-worth clients, handling complex requirements and ensuring a smooth client experience across private banking products and services.
• Keep Private Bankers fully informed of client interactions, flag emerging needs, and surface cross-sell or up-sell opportunities (e.g., significant cash balances, portfolio reassessments).
• Support sales by researching prospects, preparing tailored presentations and pitches with the Investment Advisory Team, and identifying opportunities within existing client books.
• Maintain strict adherence to policies, procedures, and frameworks; own risk and control responsibilities, apply lessons from near misses and risk events, and recommend improvements to reduce operational risk.
• Perform client information maintenance, manage contracts and agreements, and prepare reports, presentations, and supporting materials for bankers and clients.
• Coordinate schedules and meetings between relationship managers and clients to optimize time management and communication flows.
• Process transactions and routine requests, manage expense reports, and free up bankers’ time for strategic activities.
• Gather and synthesize market trends, competitor offerings, and industry news to support bankers in providing informed advice and tailored solutions.
• Analyze client data, compile portfolio performance reports, and provide insights that inform portfolio adjustments and client recommendations.
• Manage inbound and outbound communication via phone and email, relay critical information, and respond to client inquiries promptly.
• Plan, track, and support execution of complex client projects by managing timelines, resources, summaries of client portfolios, and proactive updates.
• Guide new customers through account opening, explain terms and conditions, and set up online access and related services.
• Resolve client inquiries related to balances, statements, transactions, and fees while maintaining confidentiality and data security protocols.
• Escalate breaches of policies and procedures as appropriate, embed new policies and procedures adopted for risk mitigation, and contribute to continuous improvement initiatives.