Premier Mortgage Client Serv Escalation Manager

Premier Mortgage Client Serv Escalation Manager

City National Bank (CNB) serves ultra‑high net worth clients and offers a white‑glove servicing experience backed by global resources. This role manages day‑to‑day interactions with the U.S. Wealth, Entertainment, and other internal lines of business, providing expert mortgage and leasing heloc support and ensuring operational excellence for premier wealth clients.

• Coordinates the implementation of client service and operational functions to ensure proper servicing of clients and timely execution of mortgage/HELOC activities.
• Actively liaisons and owns escalations between advisors, clients, and internal departments, providing day‑to‑day support.
• 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 research meetings to stay current on all mortgage activities.
• Cultivate and enhance client relationships through active communication, processing requests, and providing guidance.
• Onboard and maintain client accounts including gathering 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 for weekend escalated matters and be willing to work overtime as needed.
• Engage in training and education programs to stay current on policies, procedures and new platforms.
• Perform administrative support to financial advisors (coverage, travel arrangements, calendar maintenance).
• Provide excellent customer service, respond to inquiries, conduct research, and submit service requests.
• Maintain proficiency in investment strategies, services, policies, and procedures to respond to inquiries and complete service requests.
• Perform other duties and participate in firm projects as assigned.
• Self‑starter who takes initiative; handles multiple assignments in a fast‑paced environment.
• Strong organization, verbal and written skills for complaint responses and concise summaries.
• Prepare executive‑level decks, reporting, overviews, and materials weekly/monthly/quarterly.
• Meet volume, SLA, and quality metrics including scorecard tracking and contact center metrics.
• Adapt to a scaling environment and take on new initiatives and strategies.
• Travel as needed.
• Prepare weekly executive decks and quarterly presentations for executive leadership.
• Handle ad‑hoc service requests via solutions or partner with other lines.
• Tie productivity to IVR, SLA, and quality metrics to ensure positive survey outcomes.
• Track complaints, trend, and follow through with remediation action steps.
• Take full ownership of items while working with urgency and resilience in high‑stress situations.
• Maintain excellent working relationships with internal and external partners.
• Adhere to other requirements requested of the role.

• 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 handling complaints, escalations, or verbal client requests.
• 5+ years preparing executive‑level presentations and reporting.
• 5+ years working with high‑net‑worth clients.
• Excellent leadership, written and verbal communication skills.
• Proficiency with Excel, Word, PowerPoint, and Adobe.

• 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 attention to detail and an ability to handle multiple projects while prioritizing escalations.
• Client‑obsessed self‑starter with a friendly, positive personality that can be firm when needed.

Starting base salary: $37.97 – $60.64 per hour. Exact compensation may vary based on skills, experience, and location.

• Comprehensive healthcare coverage, including medical, dental and vision plans, available the first of…