Premier Mortgage Client Serv Escalation Manager

Join to apply for the Premier Mortgage Client Servicing Escalation Manager role at City National Bank.

CNB currently has a client set that are ultra‑high‑net‑worth clients that will require additional white‑glove servicing. We offer 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 and encompass all mortgage servicing activities.

• Coordinates the implementation of the service and operational functions necessary to ensure proper servicing of clients and the timely/accurate execution of any mortgage or HELOC servicing activities, issues, or inquiries
• Acts as a liaison and owner of every escalation or issue between the advisors, their clients & 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
• Cultivate and enhance new and existing client relationships through active communication, processing client requests, resolving inquiries, and ensuring key documentation remains current
• Onboard and maintain client accounts, including collecting client information and 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 acknowledgment or support outside of operating business hours and be willing to work overtime as needed
• Actively engage in training and education programs, including firm strategic priorities and new platforms
• Perform administrative duties that support Financial Advisors in daily business practices (telephone coverage, business travel arrangements, client meetings, travel & expense reports, calendar maintenance)
• Provide customer service by responding to inquiries, conducting research, and ensuring completion of service requests
• Maintain proficiency in all investment strategies, services, policies, and procedures to respond effectively to inquiries and complete service requests
• Perform other necessary duties and participate in firm projects assigned
• Show initiative, handle multiple assignments, and work in a fast‑paced environment
• Demonstrate strong organizational and communication skills for complaint responses with concise summaries
• Prepare executive‑level decks, reporting, overviews, and materials weekly/monthly/quarterly
• Flexibly perform additional tasks as assigned
• Meet volume, SLA, and quality metrics including scorecard tracking and contact center metrics such as average speed to answer and abandonment rate
• Adapt to changing scalable environment and take on new initiatives and strategies
• Travel as needed
• Prepare weekly executive decks, monthly roll‑ups, and quarterly presentations to executive leadership
• Handle any ad‑hoc service requests through solution or partnership with another line for warm hand‑off
• Track complaints for trending and perform remediation action steps
• Handle high‑stress situations and maintain productivity tracking, IVR, SLA, and quality metrics
• Maintain excellent working relationships with internal and external partners
• Adhere to any 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 or handling complaints, escalations, 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

• Experience with Black…