First Citizens Bank (www.fcb.com)
Full Time Employee
Institutional Client Services Manager
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Job ID #: 27298
Functional Area: Wealth Management - Sales
Employment Type: Full-Time Exempt
Education Required: High School Diploma
Experience Required: 10 or more years
Days and Hours: 8:00-5:00 Mon-Fri
Physical Address: 4300 Six Forks Rd. Raleigh, NC 27609
Department Name: Institutional Trust
The Institutional Client Services Manager is responsible for providing leadership to the Client Service Specialist team including managing performance, coaching, training, managing daily work flow and ensuring policy and procedure adherence. This includes managing the team in their assistance of client acquisition activities and service delivery plans for all Institutional Advisors and Consultants. This role is also responsible for the development and management of the client experience. The incumbent will act as a resource on all Institutional service initiatives and will partner with the Institutional Administration Manager and Institutional leadership on training and projects related to client service.
Manage a team that provides client acquisition, customer service and support to the Institutional Trust team. This includes ensuring acceptable service levels to all Institutional clients in addition to coaching, performance management and training of team.
Design, develop, execute and manage all aspects related to the client experience. Assist with the development of action plans in partnership with the Institutional Trust leadership to ensure continuous process improvement.
Manage the operational risk of the Institutional team to ensure compliance with operational policies and procedures and decision complex client service issues.
Work with various Wealth Management partners to develop and implement new process improvements and on specialized projects.
Bachelor's degree with a minimum of 6 years banking or Wealth operations / service experience to include at least 2 years in a supervisory role
Associate's Degree with a minimum of 8 years of banking or Wealth operations / service experience to include at least 2 years in a supervisory role.
High School Diploma or GED with a minimum of 10 years of banking or Wealth Operations / Service experience to include at least 2 years in a supervisory role.
Institutional Trust knowledge.
Strong interpersonal and communication skills (oral, written and presentation).
Analytical / strong problem solving skills.
Ability to manage multiple priorities and meet deadlines.
Business acumen / ability to interface with all levels of Wealth, the Bank and clients in a professional manner.
Strong computer skills.
Familiarity with First Citizens systems (CIS, NetX360).
We are an Equal Opportunity Employer and do not discriminate against applicants due race, color, religion, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or other legally protected status.
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